News & Insight

Archives: February, 2017
It Takes a Village: The secret behind why CX metrics remain flat The old African proverb says it takes a village to raise a child, leveraging the cultural context of community. The same is true in the call center to improve customer experience metrics. Why have customer experience metrics remained flat despite contact center technology becoming more sophisticated and widespread? Read More
The Evolving Patient Experience Consumers have never had more choices when it comes to interacting with organizations. They demand service when they want it, how they want it and where they want it. Read More
Signed, Sealed, Delivered: The Rise of Retail Subscription Services Subscription-based retail delivery companies like Stitch Fix, Dollar Shave Club and Birchbox have exploded and are changing the way consumers shop. A recent study shows subscription box sites have grown nearly 3,000% in the past three years. But why? Read More