rtx

The Future of Customer Engagement: Real-Time Experience (RTX)

The world has changed dramatically over the past decade: consumer-to-consumer engagement has gone from voice phone calls to text and instant messaging. However, business have lagged behind rather embarrassingly: business-to-business and business-to-consumer engagement are still primarily based on voice and e-mail. It’s time for businesses to adopt real-time experience (RTX) as a philosophy when engaging their…

Anatomy of a CX Program

The Anatomy of a Successful CX Program

Running a modern customer experience (CX) program has come a long way in sophistication and effectiveness from the days of paper surveys, manual reporting, and delayed response to customer feedback.  Today’s modern CX programs are integrated into the customer’s journey, leverage all available interaction channels, respond to customer input in real-time, and drive iterative improvement…

metrics

Measuring What Matters: Choosing Metrics That Drive Performance

In business, we frequently say, “you can’t control what you can’t measure;” or, better yet, “you get what you measure.”  We thus invest in sophisticated (read expensive) business intelligence (BI) programs run by professional teams of analysts.  These BI programs frequently involve the purchase and installation of very high-end enterprise tools supported by large databases…

4 Predictions for the Contact Center of the Near Future

1. Everything from infrastructure to software will be in the cloud While most contact centers have transitioned their customer relationship management (CRM) systems to the cloud over the past decade, the transition of other aspects of the contact center has only recently truly begun to pick up steam.  The contact center of the near future…