exceptional CX

Exceptional CX: The Business Case of Going from Good to Great

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According to Mark Smith, CEO and Chief Research Officer at Ventana Research, over two thirds of organizations today, and in the future, indicate customer experience as their top way to compete for customers. Let that sink in for a moment. When it comes to growing their business, these organizations are betting that customer experience is […]

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cx differentiator

Customer Expectations are Changing. Here’s How to Keep Up.

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Customer experience has never been more important in earning loyal brand advocates — and customers expect excellence when they engage with a brand. Customer expectations are changing, are you prepared to keep up? Consider these statistics: 8 in 10 consumers will switch brands after a bad customer experience. But, on a positive note, a top-tier […]

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performance management

Performance Management Takes Your Reporting to the Next Level

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I’m often asked the question, “I already have reporting. Why would I get a performance management tool as well?” and at first glance, I can understand the sentiment. But then I think about the automatic power windows in my car. Before I had power windows, I could roll down my windows manually, but it took […]

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nice incontact high marks

Customers Give NICE inContact High Marks

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When it comes to customer satisfaction, one company stands out from the competition, according to research conducted by DMG Consulting LLC.  In the report, NICE inContact CXone—the #1 cloud customer experience platform globally—received the highest product satisfaction rating from customers, as well as the highest rating for overall vendor satisfaction. This is especially important because […]

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move to cloud

Improve Experience at a Reduced Cost – Move to Cloud

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The modern contact centre is evolving. Studies show that the “best-in-class” are optimizing their services and data flows to empower their contact centre agents with relevant information and proactively manage their customer journeys.  How do they do it? Many companies are looking to the cloud to get them there. Today, almost one in two contact […]

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american homes 4 rent

How American Homes 4 Rent Is Using CXone to Retain and Engage its Best Agents

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Staffing and empowering a top-notch customer service team is critical, especially when you’re in the business of putting roofs over people’s heads. With more than 52,000 houses in 22 states, American Homes 4 Rent is the leader in the single-family rental homes industry. Behind their success is an unwavering customer commitment to provide professionally managed […]

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AI

Stop Ignoring the Impact AI Can Have on Your Business TODAY

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With all the hype and promised potential of AI, how much of that will really come to life? And how will it impact our businesses? Will facial recognition play a part? Can phone or home assistants like Siri or Alexa become helpful office assistants or agents? Will “The Robots” take over completely by 2021, 2025, […]

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