Connecting Moments Between Brands and Customers

The Secrets to Customer Experience Success in 2020 and Beyond

Welcome to the new year and the new decade. This is a milestone to make sure your experience is on track and resolve to fix the...

COVID-19: Prioritising Health and Safety

The impact of COVID-19 and the challenges it presents are difficult on a personal and business level, with widespread...

Honoring Customer Experience Excellence: The 2020 Customer Innovation Awards

You’ve shaped this industry by powering the world’s best customer experiences. It’s your time to shine. For the last 15...

Following the eFinancial Customer Experience Transformation

It’s often said that diligence is the mother of good fortune. For eFinancial, it was a vital prerequisite for taking its...

Genesys Cloud: The Way Forward, It Is

Long before cloud was on the tip of every IT and business leaders’ tongues, it was the backdrop for the second film of the...

Expert Q&A: Genesys Cloud, Google Cloud and AI in the Contact Centre

Contact centres are in the midst of a massive transition with artificial intelligence (AI) and cloud technologies. And...

AI Ethics in 2020

Artificial Intelligence (AI), as we know it today, has gone through many phases in the past 50 years — from when the first bot...

CX Heroes: A Year in Review

Most of the experiences you’ve had with customer service probably have been unremarkable. But, every once in a while, you have...

Shaping the Employee Experience to Improve Customer Experience

In a world of online reviews, ratings and referrals, delivering an exceptional customer experience becomes the end goal for any...

Striking the right balance between live agents and self-service

What’s not to like about the idea of contact centre automation? After all, every daily task that takes five minutes costs over...

Don’t Struggle Through Cloud Call Centre FOMO

FOMO — fear of missing out — can strike at any time, even in the call center. You’ve read the reports and case studies...

Top 8 Challenges for Small- and Mid-Sized Contact Centres

No matter what business your contact center serves, your ultimate goal is to deliver a great customer experience. That means you...

Connecting Customer Journeys

A study by Frost & Sullivan found over three-quarters of mid-sized European contact centres believed that connecting customer...

Mastering Customer Service Digitisation

Keeping up with always-connected customers is one of the biggest challenges going. They expect brilliant service, simple digital...

New tools to tackle employee engagement

Raising the bar on customer experience (CX) requires a specific set of enablers. While it’s easy to get consumed by strategy,...