(See sidebar.) So, despite such successes, why do so few companies take a comprehensive look at their customer touch points? And of those companies that have undertaken such initiatives, why have so ...

Later, a colleague asks for a recommendation for where to take her car. Can the service manager rely on you to make a referral? As in the above scenario, every touchpoint your customer has with your ...

To get deep into the nuanced world of customer interactions, the researchers used the Touchpoint, Context, Qualities (TCQ) Framework as well as the Construal Level Theory (CLT). By the way ...

Modern consumers expect personalized experiences, and businesses striving to meet these expectations are turning to ...

The definition of CX has broadened over the past few years to include all customer touchpoints, from marketing, to sales, to IT. Yet customer support professionals are still on the front lines of ...

AI agents are the next frontier of AI assistants, going beyond answering questions to performing tasks. Qualtrics is ...

The centre will focus on developing customer-facing digital touchpoint technologies and cutting-edge data and Artificial Intelligence capabilities, which are playing a key role in shaping Air ...