Editor's Picks

Thought Leadership Articles

The Evolving Scope of B2B Marketing: It’s All About Customer Experience

Our team at BrightTALK recently had a chance to interview a number of marketing professionals and get their thoughts and predictions about some of...

How to Create Breakthrough Customer Experiences Without Breaking The Bank

Fine-tuning your company’s customer experience can feel like doing the laundry: you’re never quite finished with it. There’s always more that could be done—response...

Relentless Execution: The Key to TELUS International’s Customer Experience Success

I wish I lived in Canada so I could experience the TELUS brand firsthand as a cell phone user. You see, I've had an...

The Power of Partnership: Enabling Action Through Collaboration

This is not the first article I have written about collaboration. Regular followers of my ramblings will have seen the words, "silo" and "cross-functional"...

Think Tank Discussions

Bots and automation don’t automagically create a great customer experience

The alliterated alternate title for this post could be: Tickets, Tools, and Taylor Swift — One Father’s Afternoon in Automated Customer Experience Purgatory. Subtitle: a small case study of anti-patterns for customer experience bots and automation. My...

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