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…