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Thought Leadership Articles

4 Good Reasons to Kill Email-Based Customer Support

Jeremy Watkin -

Use the 7S Model for a Successful AI Transformation

Thomas Wieberneit -
Being a CRM consultant working with many organizations it is hard to not see AI as a topic that is thought about. Does it...

The Final Journey: CX and the Death of a Loved One

Dave Fish -
My dad passed away in January. A lifelong insurance man, Roger was well organized, well-liked, and, I think, a well-respected community member. He was...

3 Ways to Talk About CX So Others Will Want to Listen

Krista Sheridan -
Picture this. When you send out meeting invitations, everyone accepts in seconds, and so many people want to join you have to hold multiple sessions...

Putting Customers on the Podium: 3 Tips for Successful Customer Advocacy Programs

Nancy Porte -
One of the essential CX truths is that customers like to hear from other customers. At the B2B technology company for which I work,...

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Featured Listings

Escape From Chatbot Hell: Using AI to Improve Service While Cutting Costs

Most bots have failed and consumers are avoiding them. Fortunately, these ‘dumb bots’ are on their way out. New advances in Conversational AI technology has made it possible to create smart virtual assistants that understand real human dialog. Learn how to identify opportunities to leverage this new technology.

Hooked On Customers: The Five Habits of Legendary Customer-Centric Companies

Combining his own professional experiences working as a CEO with his extensive research and expertise as an international authority on customer relationships, author Bob Thompson reveals the five routine organizational habits of successful customer-centric businesses: Listen, Think, Empower, Create, and Delight.

Service Excellence: Evolving from Digital-First to End-to-End Experiences

Expectations for service and support continue to rise. Creating an experience to meet customer expectations includes digital service channels, but internal operations and processes must also support the delivery of a pleasing end-to-end service experience. Customer service and support executives discuss real-world results and reveal best practices for success.

CXTech Innovate! Technologies to Win in the Customer Experience Age

Only 25% of Customer Experience (CX) initiatives are "winning" -- able to show business value or gain a competitive edge. Technology can play a key role in helping CX leaders deliver an experience that sets the brand apart. Learn how CXTech innovations can drive Customer Experience success.

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