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  • for Topic: Customer Experience Management
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There is an industry assumption, call it a consensus, that increasing the degree of personalization in customer interactions is beneficial: it improves loyalty, lifetime value, CSAT and other key metrics. Core to this assumption is that it benefits both the customer and the business. Whether or not that’s actually true is somewhat beside the point. The fact is that the industry has identified a...

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Topics: Customer Experience, Contact Center, NPS, Personalization, Customer Experience Management, Orchestration, Customers and CX - Business & Technologies, Conversational Intelligence, Customer Journey, Loyalty, CSAT


The development of artificial intelligence (AI) has transformed the idea of customer experience (CX) from a piecemeal, manually directed practice into a more streamlined and disciplined activity. The available technology has become so diverse and expansive that it is allowing enterprises to cope with a two-headed problem: providing more personalized and effective experiences is complex, and once...

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Topics: Customer Experience Management, Customer Journey, Adobe


There are contact centers, and there is customer experience. They are not the same thing, even though we have a tendency to conflate them or at least discuss them in tandem for operational and planning purposes. This is mostly fine, but it does obscure one basic difference that will matter more as enterprises succeed at integrating contact centers into enterprise CX strategies. That difference is...

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Topics: Customer Experience, Contact Center, Customer Experience Management


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