Innovation

January 20, 2022
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How to put empathy into action in your customer experience

I’ve long advocated about the importance of empathy in customer experience, the need for more of it and why organizations should consider building an empathetic musculature […]
January 17, 2022
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An #IA40 recognized app that is focusing on making agents experts on day one – Interview with Brittany Bell of Cresta

Today’s interview is with Brittany Bell, a Customer Success Manager at Cresta AI, which provides contact center agents real-time suggestions and coaching, whether in an individual call […]
January 13, 2022
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8 customer-experience-related predictions for 2022

Around this time of year, I usually receive a swathe of customer experience related predictions from different sources. A couple of years ago, I started compiling […]
December 21, 2021
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Genesys is aiming to transform not only customer experience but employee experience too 

I recently attended Genesys’ Analyst & Influencer Summit, an event that connected me with leaders at Genesys, and their partners and customers. I don’t attend that […]