It was a great honor to be named one of CRM Magazine’s 2019 CRM Awards Rising Stars. The award stands as validation for the incredible year of growth and innovation 2018 became for Zappix …

Automated technology has completely transformed the customer experience landscape over the past few years. The pinnacle of CX isn’t total automation, however — it’s the perfect blend between self-service and agent assisted service …

A classic New England snow storm started the day with a short delay, but even the weather couldn’t stop those of us who attended from gaining great insights at SOCAP New England’s 2019 Winter Event. The event’s speakers highlighted the importance of conveying …

The past year saw an explosion in the capabilities and possibilities of self-service automation. Driven by a push for speed and simplicity, 2019 will see consumers, corporations, and automation providers focusing on self-service automation with a purpose …

Great customer experience in today’s business landscape begins with understanding what customers expect and demand from interactions with your brand. Taking a customer-centric mindset to CX means first listening to what customers have to say and then …

Voice-controlled smart assistants like Amazon Alexa and Google Assistant have been growing in popularity in recent years and are quickly approaching mainstream use in the U.S. Their ease of use and increasing availability means more customers are asking their smart …

Insurance providers are poised to leverage customer experience (CX) for higher revenues and higher customer lifetime value (CLV) this year. Insurance providers have been locked in an ongoing war over lower rates and prices, but the real upper hand is coming in the form of …

Retail’s Big Show was packed with innovative new technology and highlighted an impressive future of advancements in the industry, albeit reminding us of the importance of customer service. Improving capabilities and experiences in-store are important, but in the world of online …

Forrester research shows CX will be a key battleground for business differentiation in 2019. Their Customer Experience Index highlighted widespread, mediocre CX with little improvement for the third year in a row. “Meanwhile, customer expectations …