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Thought Leadership Articles

The Interconnected Employee-Customer Chain. Are Your Customer Experiences Supported by ALL Employees, Partners, and...

I am extremely fortunate to be afforded the opportunity to share my knowledge and passion all over the world. This year, the number of...

4 Myths About Chat Support. AI to the Rescue?

A big reason chat has taken hold in the market (setting aside customer preference) is that it promises reduced cost per contact because agents...

How Stitch Fix Shows They Truly Care About Their Customers

Chevron CEO and Chairman John S. Watson recently noted, upon his retirement, “The sooner you learn about reading people, listening to others and building...

An Inconvenient Truth: 93% of Customer Experience Initiatives are Failing…

Less than 1/3 of CX initiatives are successful. That's worse than CRM! What's should be done about it?

Get Ready for the Rise of Voice Commerce

“Alexa, order me a package of washing detergent from my supermarket.” “Hey, Google, what are the must see spots near Kaikoura? Is there a whale...

Think Tank Discussions

Can Your Culture Make Your Company More Innovative?

Well sure, but the issue for many is whether a company needs to change its culture to become more innovative. Much has been written on this topic over the last few decades as the idea of innovation as a driver of competitive value comes in and out of v...

Genesys Expands Voice Options for PureCloud, Bring Your Own Carrier

SAN FRANCISCO — Feb. 14, 2018— Genesys® (www.genesys.com), the global leader in omnichannel customer experience andcontact center solutions, is accelerating its worldwide cloud-based customer experience capabilities by expanding...

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