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Articles Library
Welcome to our Article Library. You'll find articles on a variety of topics including business, direct mail,
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Include these 12 best practices when you’re designing your customer experience strategy
by Mark Ungerman One of the world’s 10 most valuable brands and iconic fast-food franchisor recently made a number of welcomed changes....
Barb Ferrigno
Oct 26, 20239 min read
Answers to your top 9 questions about customer journey management
by Abby Monaco All those innovative digital channels you've recently implemented are satisfying your customers (hopefully) but also...
Barb Ferrigno
Oct 26, 20238 min read
How AI is Changing Customer Complaint Management
by Brooke Phillips Customer expectations and regulations have changed significantly since Harry Gordon Selfridge coined the phrase “The...
Barb Ferrigno
Oct 26, 20233 min read
Back to the Future: AI transforms the contact center
by Ana Cordova For those of us who are old enough, we remember watching sci-fi movies and predicting what the future would look like....
Barb Ferrigno
Oct 26, 20235 min read
The self-service revolution
by Elizabeth Tobey Perhaps, it all started in 1822 in London with the first vending machine, a coin-operated dispenser of envelopes,...
Barb Ferrigno
Oct 26, 20234 min read
How AI Simulations Are Helping Solve Key Contact Center Staffing Challenges
by Andrea Matsuda As digital channels have multiplied, so too has the demand for multi-skilled contact center agents―those who can...
Barb Ferrigno
Oct 26, 20233 min read
Getting to the root of customer issues
by Annette Franz Your Voice of the Customer (VOC) program is a rich source of data that, when used properly, fuels and informs your...
Barb Ferrigno
Oct 26, 20236 min read
How AI Simulators Act as an Alternative to Hope
by Andrea Matsuda Positioned on the frontlines of a digital revolution, modern-day contact centers must embrace the new multi-channel...
Barb Ferrigno
Oct 26, 20233 min read
Reverse the recessional curse by optimizing AI and automation for long-term digital and back-office
by Andrea Matsuda At the 2022 Beijing Olympics, athletes and experts claimed there was a curve—13—on the 1,615-meter sliding track that...
Barb Ferrigno
Oct 26, 20233 min read
The Role of AI in the Future of Customer Experience
by Einat Weiss In the recent interview, I had with world-renowned futurist, influencer, and thought leader Bernard Marr, we discussed the...
Barb Ferrigno
Oct 26, 20233 min read
Is AI enough? How it takes more than deploying generative AI to stay on the cutting edge
by Elizabeth Tobey Imagine a world where a customer is searching for a solution to a question they have about your product. They skip...
Barb Ferrigno
Oct 25, 20234 min read
Beyond the Chatbot: What it really means to put AI to work for better CX
by Elizabeth Tobey ChatGPT is in, chatbots are out. That’s the word on the street. But before we relegate chatbots to the annals of...
Barb Ferrigno
Oct 25, 20234 min read
Do your customers have one foot out the door? How to avoid abandonment and boost loyalty
by Catherine Forino As children, we visit the pediatrician frequently, and in most visits receive vaccines to protect us against...
Barb Ferrigno
Oct 25, 20237 min read
Are you ready for the new consumer duty rules? Identify vulnerable customers, comply with regulation
by Richard Bassett The Financial Conduct Authority (FCA) states that many U.K. financial brokers and dealers have a lot of work left to...
Barb Ferrigno
Oct 25, 20234 min read
Simplifying the retail customer experience: Creating customers for life by building relationships
by Mark Ungerman Every customer touchpoint is an opportunity to deliver on your brand value, whether in-store, on a customer service...
Barb Ferrigno
Oct 25, 20235 min read
Understanding the role of generative AI in modernizing customer experience
by Zeus Kerravala Artificial intelligence (AI) is revolutionizing many aspects of business operations, particularly in customer service....
Barb Ferrigno
Oct 25, 20234 min read
The Problem with Plastic Packaging
Plastic packaging has a detrimental impact on the surrounding environment. As we discover more about the impact of microplastics, its...
Barb Ferrigno
Oct 25, 20231 min read
The Impact of AI on B2B Customer Service
AI can improve B2B customer support by utilizing tools such as prescriptive analytics and behavioral scoring. If you are interested in...
Barb Ferrigno
Oct 25, 20231 min read
30 Tools Your Business Can Use to Gain Revenue
In today’s competitive business landscape, having the right tools can make all the difference in driving revenue. Whether you’re a small...
Barb Ferrigno
Oct 24, 20234 min read
Preparing for digital reality: The AI-powered key to graduate your bot to the head of the class
by Michele Carlson I love graduations—the caps and gowns, the emotion of hearing “Pomp and Circumstance” and having the chance to...
Barb Ferrigno
Oct 24, 20236 min read
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