Editor's Picks
Thought Leadership Articles
From Ideation to Innovation: Harnessing Employee Creativity for Better CX
Creative business ideas can come from anywhere, at any time. Perhaps you receive an invitation to a brainstorming session where you're asked to think...
How Business Leaders Can Leverage Generative AI in Customer and Employee Experience
The AI playground has evolved a lot throughout the past year. Conversational AI has made huge inroads. We have seen an increasing number of...
Can You Design Experiences? Take a Lesson from Mardi Gras
Recently I celebrated my 30th birthday for the 12th time in one of my favorite places on the planet, New Orleans. I booked flights...
Closing the Gap to Become Frictionless: 3 Examples Using the “Learn” Action
While many organizations do a pretty good job figuring out which actions to take in response to customer contacts, relatively few challenge the need...
Think Tank Discussions
Adding Support headcount is losing
Does adding headcount to Customer Support, Care, Success, or Service teams really demonstrate dedication to Customer Experience?
Outreach Unveils New Features Across Sales Execution Platform, Empowering Sales Leaders to Efficiently Create More Pipeline and Predictably Close More Deals
Introduces seven new platform capabilities to help sales leaders unlock seller productivity, increase deal velocity and conversion rates, and improve rep participation and attainment