According to McKinsey, 33% of companies are implementing GenAI solutions in one or more business areas. What about the other 67% of companies? Why aren’t they implementing GenAI solutions now? Several ...

Over half of the organisations that participated in a recent Gartner survey said they planned to increase their customer experience (CX) budgets to support analytics. However, for those with lower ...

Every contact center transformation begins with inspiration, an identified need, a promise of improved efficiency, or improved customer engagement in mind. Excitement builds across the organization as ...

Customer experience leaders can use the upheavals of 2025 to guide their companies back to the heights of customer focus they achieved during the COVID-19 global pandemic. During 2020, CX leaders ...

Whenever you design a sample for a CX project, you lay an indispensable foundation for creating reliable and functional insights for your organization. For too many, improving customer experience ...

Without governance, customer experience quality degrades, technology and business projects compete for resources and coordination becomes difficult. “Exceptional customer experiences are the only ...

Customer experience (CX) and customer engagement (CE) initiatives will continue to be a major priority for organizations around the world, especially in light of the significant changes and ...

Is your CEO or CMO getting pitched a new customer experience (CX) solution? Before they commit to anything, have them read this frank viewpoint about the space. Wanting to give your customers a great ...

New digital service teams and a focus on the "voice of the customer" are among the customer experience funding requests in the FY2025 budget request. The Biden administration wants investments in ...