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Insights from Experienced Experts

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Dive into the newest and most popular insights from our experienced experts.

The Ever-Changing Employee Experience
Employee Experience

The Ever-Changing Employee Experience

June 5, 2023 |

Employee engagement has decreased in the United States for the first time in 10 years. The percentage of engaged employees fell from 36 percent in...

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6 Ways to Optimize Touchpoints with Customer Experience Design
Customer Experience Strategy

6 Ways to Optimize Touchpoints with Customer Experience Design

May 2, 2023 |

In today's hyper-competitive business environment, delivering an outstanding customer experience (CX) is no longer optional—it's a necessity....

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Lessons Learned From Optimizing Contact Center Technologies
Contact Center

Lessons Learned From Optimizing Contact Center Technologies

April 5, 2023 |

Contact centers are the gateway between customers and the company. It’s no wonder companies across the globe are pushing to update their contact...

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Improve Contact Center Experience With Journey Analytics
Analytics

Improve Contact Center Experience With Journey Analytics

March 23, 2023 |

As businesses compete to attract and retain customers, the importance of providing an exceptional customer experience has never been greater. One...

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How Has Hybrid Shopping Affected VoC
Voice of the Customer

How Has Hybrid Shopping Affected VoC

March 10, 2023 |

The COVID-19 pandemic forced consumers to rely more heavily on digital shopping methods due to lockdowns and social distancing measures that limited...

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Create Crazy Loyal Customers with Andrew Reise
Customer Experience Strategy

Create Crazy Loyal Customers with Andrew Reise

February 16, 2023 |

Implementing a successful customer experience program entails crafting customer promise statements—starting with current brand promises as a north...

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Employee Experience Drives Customer Experience
Customer Experience Strategy

Employee Experience Drives Customer Experience

January 24, 2023 |

As the adage goes, your customer experience is only as good as your employees’ experience. When people show up to work happy, they’re more likely to...

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4 Steps to Maturing Your Quality Practice
Customer Service

4 Steps to Maturing Your Quality Practice

January 11, 2023 |

When was the last time you really looked at and questioned how you measure the customer experience of your live (phone or chat) interactions? For...

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Overcoming the Blind Spots in a Quality Assurance Practice
Customer Service

Overcoming the Blind Spots in a Quality Assurance Practice

December 20, 2022 |

Contact center quality assurance programs originally sprang from companies’ need to understand contact center agent performance. Due to technological...

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7 Essential Elements of Any CX Program
Customer Experience Strategy

7 Essential Elements of Any CX Program

October 31, 2022 |

Customer experience is an enterprise effort. A customer experience program sets the strategy and underpins its importance so that employees are...

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