Editor's Picks
Thought Leadership Articles
5 Technologies are Transforming Contact Centres. Are You Prepared?
The contact centre -- a technology-driven strategic asset Contact centres are the core on which many firms deliver their customer experience. The landscape has...
Digital Transformation, Corporate Data and Gen AI: LLMs and the Challenge of Retrieval
A major goal of any digital transformation is to digitize or improve digitized processes to speed information flows. Gen AI has the potential to...
How to Use Customer Kindness to Make Hard Jobs Suck Less
Josh had only been a waiter for two weeks and tonight was going exceptionally poorly. He was overwhelmed with managing orders and feared the...
Will Generative AI (GenAI) Experience its “Metaverse Moment” in 2024?
As I have written a couple of times before, 2024 will be the year of truth for GenAI. Truth in the sense of proving...
Think Tank Discussions
The Evolution of Southwest Airlines from Different to Sameness
Southwest has recently announced that they are going to be just like all the other airlines starting in 2025. Assigned seats, more leg room sections, etc. How long til they start charging for checked bags?
LearnUpon Launches LearnUpon Anywhere to Accelerate Frictionless Customer Education
Next-generation product streamlines onboarding and product training for learners and leaders