Annette Franz, CCXP, is founder and CEO of CX Journey Inc., a customer experience consultancy; she's a coach, keynote speaker, and author. I spend a lot of time talking to leaders about the value of a ...

Most conversations around personas happen with the marketing or product teams. These groups use personas to define typical customers by their demographics, likes, values, backgrounds, goals, ...

Restaurant customers recognize their differences from one another and want an experience that is tailored to them, speaking to their wants and needs. A recent report from PWC cited that a whopping 82 ...

In customer support, there is no one-size-fits-all solution. The issues faced by different companies are as unique as their customers, requiring distinct approaches to problem-solving. To address this ...

Today's connected customers expect a personalized experience when using a call center to resolve their contact reason on the first contact. Furthermore, SQM Group's research shows that "76% of ...

Because it brings together all of these touch points on one channel, so that you can move interactions into one platform, which allows all these organizations to then look at different types of ...