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Thought Leadership

Our Latest Customer Experience Insights

We Still Need To Deliver On The Human Factor In Customer Service

The fear of automation supplanting humans in the workplace has been the stuff of science fiction for decades, but as the pace of technological change picks up, many people have begun to wonder: Is it becoming more fact than fiction?…

Customer Experience: Five Pillars To Reach A Sustainable Competitive Advantage

Understanding customer needs and desires across their journey and responding accordingly has never been more important. According to Gartner, 81% of marketers say they soon “expect to be competing mostly or completely on the basis of CX” (customer experience)…

The Five New Building Blocks Of Customer Experience Success

Successful brands often have something in common: They exceed customer expectations. If you ask me, it’s this era’s most important metric — many customers want to trust you and feel valued.Most businesses know that. They have people working on customer experience (CX). They have CX data coming in…

Research: Balance Privacy With Personalization to Deliver Great Experiences

Ryan Hollenbeck, Senior Vice President of Global Marketing at Verint Systems, shares results of new research showing how much information customers are willing to part with to get great experiences in return, as well as how brands can successfully strike the right balance between privacy and personalization.

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