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​In this week’s very entertaining CMO Perspectives, we share an amusing post by Marketoonist.com about the dangers of listening to your own opinions. Just the opening cartoon will be enough to make you smile, as we’ve probably all been there, with a senior manager who seems to think he or she knows more about your teenage customers than your own data and research has shown. We also remind you not to forget the small data when looking at the big data with a piece from mediapost.com. Enjoy!

It’s amazing how things have evolved over the last 25 years. We all know that our cell phones are more powerful than computers were just ten years ago, but did you know that 15 years ago I was recording agent calls on a speaker phone, with a tape recorder propped up next to it?!! All intra-office communications...

​​The cloud’ is one of the most popular topics in our industry today. Before I start diving into the benefits of cloud, I feel that I must first define a term used to describe a wide variety of delivery models: “cloud.”

When looking for a contact center recording solution, we tend to focus on apparent features and often overlook behind the scenes capabilities that can make our lives much easier later on. This is mainly true when it comes to features that enable flexibility. You can assess your contact center future needs to some extent, but there are always unknown scenarios or unplanned changes that you could not expect. Changes in the business environment, regulations, number of agents or call volume may occur in the short or long term and you might not be able to predict them all. This means that the contact center’s needs keep changing, leading to adjustments in recording requirements.

​I am someone who loves travelling. On my most recent expedition to India, among the exotic sights, sounds and smells of the country, I noticed something about my fellow holidaymakers.

​This month, a couple of people have asked me why they should invest in a VoC platform instead of using a survey tool such as SurveyMonkey®. I was a bit taken aback when I heard about this because, from what I can remember about survey tools from my student years, they were so simplistic that there was little to compare, and the needs of a student are definitely not the needs of the large companies I work with today.

Ever feel like you have content overload, so many blogs, websites and publishers pushing content at you 24/7 that you just don’t know what to read first? Fear not! Our bi-weekly CX Buzz highlights some of the best pieces on the web. This week we feature an interesting infographic from dmnews.com showing how not dealing with customer problems properly can inflate to much bigger problems. We share a video from techtarget.com on customer journey mapping and highlight our very own video on this topic by Forrester, currently featuring in our Perfect Experiences campaign. Check them out.