Resources

Breaking the Vicious Cycle

Poor customer experiences cost companies customers and revenue. Here’s how to change course and create a virtuous cycle of satisfaction and profitability to better meet performance targets.

Break Down the Contact Center Wall

Four reasons consumer banking profits from a flexible contact center model.

Branding Through the Eyes of the Customer

Affinity Federal Credit Union Chief Brand Officer Jacqui Kearns answers to the real boss: the firm’s members.

From Bots to Intelligent Virtual Assistants: Building a Digital Worker Factory

Blinded by Customer Loyalty

Big Data: What Are Firms Actually Doing With It?

Big Data’s Big Miss: Customer Strategy

Without customer experience leading the way, executives are missing what should be the lynchpin of their Big Data strategies.

Big Data’s 5 Missing Ingredients

The volume and velocity of data has exploded, but not enough has changed in the way organizations have leveraged and applied data.

“Big Data” and Evidence-Based Management

Instead of being stalled by the overabundance of unstructured information, analytically competitive companies start with facts and analysis, and then develop an assessment.

Beyond frictionless: Re-humanizing your customer experience

Beyond Big Data: Analytics in Unexpected Places

A Better Healthcare Workforce = Better Business