Customer Data
2017 State of Global Customer Service Report
Customers expect more from brands when it comes to convenience, resolution times, and agent expertise....
Change management blueprint for contact centre digital transformation
The COVID-19 pandemic put organisational change into hyperdrive. Businesses were compelled to move to...
Creating a Culture of Experimentation
Organizations like Microsoft, Amazon, and Google are turning to experimentation to relentlessly pursue...
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...
The 2022 headless commerce playbook
Is modern headless commerce right for you? Of course, modern headless commerce isn't right for every...
2022 Global Customer Engagement Review
Consumers expect real-time, personalized communication, seamlessly choreographed across the channels...
6 Abandoned Cart Strategies to Recover Lost Sales
As you are reading this, the entire annual gross domestic product of the United Kingdom is sitting in...
The Surprising Power of Online Experiments
In the fast-moving digital world, even experts have a hard time assessing new ideas. Case in point: At...
Four Remote Support Teams That Keep It Simple and Succeed
An easy customer experience is the hallmark of today's most successful support organisations. That's...
2021 Global Customer Engagement Review
We analyzed data from three different sources to create the first Global Customer Engagement Review....
Unlocking the value of open economies with data
With the PSD2 and GDPR coming into play in 2018, the financial industry in particular will experience...
Ten predictions for the next decade of analytics
AI and other analytics technologies are driving incredible innovations and advancements that are making...
Evolving Customer Experience and Expectations in Australia
Delivering a great customer experience is essential in any business. It drives loyalty, customer retention...
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