Blog

Interesting stuff in this week’s CMO Perspectives with a look at new insights from a study conducted by Forrester Research that claims that 2/3 of CMOs are now taking complete ownership of the CX. We featured two pieces about this new report, one from B2BMarketing.net and another by Laurie Sullivan at Mediapost.com; We also share a fascinating piece by Dave Helzinger on the emergence of conversational UX;

In volatile economic times, the Wealth Management business units of large financial institutions can become pressure cookers, as the banks most demanding clients vie for the time, attention and brain power of their selected financial advisors.

Back in the New York Groove with Forrester, Part III: A Look Back at Highlights from #CXNYC

Uncovering the best way to deliver outstanding customer experiences is something that every contact center strives to do. But finding a solution that will support your unique position, and determining the best approach to delivery, can be a daunting task. Last October, NICE CXone was named the 2015 Customer Value Leadership Award by Frost & Sullivan. NICE CXone was recognized...

A comprehensive Workforce Optimization (WFO) solution is no longer a luxury. It is a necessity that gives the contact center the flexibility, agility, and power required to optimize agent performance while responding to customer needs quickly and effectively. The key to unlocking this power is the insight provided by data analytics.There are three primary points to cover...

Customer service organizations have always been in a continuous struggle to respond to the ever-changing landscape of customer expectations.

Nearly 10 years ago, Harvard Business School professor James L. Heskett noted that performance reviews “rank alongside root canal dental work on our list of things we look forward to as managers and employees.” Yet despite near-universal frustration with the process, the HR-mandated performance review has long been a mainstay in the modern business world.