Insights & Research

Virtual teams present different challenges and opportunities from those of an onsite team - this is something we've all become acutely aware of in the last few months.    The dynamic between managers [...] Read More

With the coronavirus outbreak, customer experience teams across the globe have had to rapidly adapt amid ticket spikes, customer cancellations, market volatility, and increased uncertainty. Each week [...] Read More

With businesses scrambling to adapt to the realities of social distancing, we ask our network of CX leaders how they’re striving to meet their customers’ needs in the midst of the global pandemic Comp[...] Read More

In these difficult times with more and more of us working from home, managing teams and being productive is an entirely new challenge for a lot of us.   When working from home, it’s crucial that you k[...] Read More

Corinium Production Manager Catherine King summarizes the key insights she discovered while moderating our first ever Customer Champions Online, USA event Incentivize Customer-Centric Sales Engagement[...] Read More

Customer experience optimization initiatives that depend too heavily on customer surveys or focus groups can lead organizations to make poor business decisions When an executive wants to find out what[...] Read More

With customer expectations rising higher than ever before, it’s never been tougher for organisations to deliver outstanding experiences. To succeed, CCOs need a healthy dose of what Churchill called “[...] Read More

With the variety of ways that customers reach out for support—like via email, calling over the phone, initiating a live chat—it makes sense for companies to invest in an omnichannel experience. But gi[...] Read More

Customer expectations are a moving target. New technologies, products and business models and an increased awareness of corporate ethics are forcing brands to rethink how they engage with today’s empo[...] Read More

With customers increasingly demanding fast, convenient insurance quotes, the industry’s data leaders are feeling the pressure to develop products, services and experiences fit for the modern age AI-dr[...] Read More