What is Predictive Analytics?
Predictive analytics uses various forms of data to anticipate future behaviors, trends and outcomes. Learn more about the benefits and business applications here.
Improve customer satisfaction or cut costs? Who says you have to choose?
Learn how a consumer packaged goods company evolved their customer and employee experience, the technology implemented and the decisions made.
Contact Center Investments: Top Mistakes to Avoid
Many brands still take a cost center approach to customer care when they should focus on profitability instead.
Customer Care Super Agents: Meet the New Value Creators
Tomorrow's customer care will be more relational than transactional, with a focus on long-term value creation.
Today’s Customer Care Metrics: Will They Matter Tomorrow?
AHT, FCR, CSAT, and NPS will carry less weight as customer care pivots from a cost center to a profit engine.
How You Can Take The Risk Out Of Automation
Ensure the automation your business builds gets the results it needs by applying AI-powered analytics and CX intelligence to create human-centered user experiences.
Customer Care In 2030: Top Trends Driving The Future
How Customer-Care Is Building Relationships and Becoming a Competitive Profit Center
Contact Centers Of the Future: A Profitable Proposition
Tomorrow's customer care function is a profit center, not a cost center. In fact, for some brands tomorrow is already here.
Customer Care Wakeup Call: Setting Your Clock For The Future
Seven trends will transform customer care by 2030. Is your company alert to the changes?
Data and AI Analytics Lead the Way To Growth
AI analytics optimizes experience data. It can lead the way to customer engagement, brand differentiation and CX-driven revenue growth.