Marcel Korst

The Real Secret to Winning Over Gen Z: Customer Experience

Marketers have spent years trying to decode the millennial generation. The mystifying group of digital natives impervious to all previous forms of marketing and sales strategies. Although countless books have been written, and studies conducted, the secret sauce behind winning loyalty from this generation...

How AI & Machine Learning is Improving the Summer Traveling Experience

As we head into Memorial Day Weekend, we’re only days away from the unofficial start of the busy summer travel season. In fact, according to AAA more than 39 million Americans will travel 50 miles or more from home this upcoming Memorial Day Weekend. Given...

How to Keep Your Contact Center Nose-Up During a Crisis

As the uproar continues to surround United Airlines after their very public display of “re-accommodating” a passenger, the company’s customer service representatives are finding themselves in the crosshairs. This is especially true in the contact center — often the place customers turn to vent...

The War for Jobs Between AI & Humans Gets Personal

Because we are in the business of predicting outcomes, it’s only natural that we apply the same philosophy of looking ahead when it comes to issues that will eventually impact our industry, and even the world at large. One such issue that has been...

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