Customer Analytics
Is your customer experience making an impact? Or not?
Today, most organizations have a customer experience strategy (96%), but recent Avanade research shows...
Increase Customer Service Agility With Cloud Contact Centers
Forrester forecasts cloud subscription revenues to grow overall by 22% in 2016. This is a result of businesses...
Remote Working 2020: Advantages and Challenges
Remote working is now widely recognised as part of the way businesses operate. According to a 2019 report...
Insight 50 Takeaways: Humanising the Digital Marketing Experience
As marketers, we always have too much to do and too little time. The Insight50 series is designed to...
Driving Webinar Registration Best Practices Guide
Driving webinar registration and attendance is a major struggle for most companies. While webinars are...
2021 Digital Trends: Financial Services and Insurance in Focus
During the coronavirus pandemic, the financial services sector became something of an additional emergency...
2017 Customer Service Trends: Operations Become Smarter And More Strategic
Your customers have a strong opinion of what makes a company customer-centric. Customer service organizations...
Time to Consolidate, Not Complicate
Why businesses are consolidating use of a single support solution for both customers and employees. The...
Creating a Culture of Experimentation
Organizations like Microsoft, Amazon, and Google are turning to experimentation to relentlessly pursue...
The state of contact centre transformation in the new digital world
The effects of the pandemic have greatly accelerated the pace of change in contact centres, and there...
The Inner Circle Guide to Omnichannel
Today's digital fluent customers have high expectations and are the least loyal of all groups. Great...
Building a Robust Experimentation Capability
Organizations like Microsoft, Amazon, and Google are turning to experimentation to relentlessly pursue...
The Road to Successful In-store Fulfilment
Customer expectations for the combined brand experience are higher than ever. This puts more pressure...
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