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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Couchbase Research Reveals Organizations Risk Wasting an Average of $28 Million...
New study shows more than half of organizations say fixation on transformation is raising risk of wasteful projects, as 86 percent see next 12 months as a critical period for businesses