Editor's Picks

Thought Leadership Articles

Using AI to Predict Needs and Deliver a Fluid CX

I am going to talk about two things that, at first, may seem unrelated: Artificial intelligence (AI) and empathy. To some, they might even...

Is Value Co-Creation Always Necessary?

Much has been written by experts on value co-creation. Some believe that without co-creation value cannot be provided. I have a view which is similar...

Mr. Zuckerberg Goes to Washington: Who Really Suffers when Facebook Is Wrong?

In Wednesday's testimony before the combined Senate Judiciary and Commerce committees, Mark Zuckerberg exchanged the Silicon Valley startup uniform of tight-fitting t-shirt and hoodie...

Turn Your Contact Center Into a CX Lab

It’s not uncommon at FCR for one of our clients to reward a top-performing agent on the team with an all expenses paid trip...

Think Tank Discussions

Ryanair: Low Prices + Unhappy Customers = CX Success Story?

Ryanair is the most successful airline in Europe, riding its low-low-low price strategy for years. Since price is part of the customer experience, is Ryanair a CX success story? Or is higher levels of customer satisfaction required?

Sponsored

Evolve IP Acquires Leading UK Cloud Communications Provider thevoicefactory

Expands Global Presence and Distribution Capabilities, Deepens Vertical Presence in Hospitality, Automotive, Finance and Legal Industries WAYNE, Pa.—April 18, 2018—Evolve IP®, The Cloud Strategy Company™,...

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