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Using Decision Intelligence to Make Better, More Informed Decisions

Ryan Hollenbeck / Nov 2024

What if DI could give us the know-how to make better, more informed decisions? There appears to be an enormous opportunity for contact center and CX leaders to learn from all the great work that has been done in DI recently that helps organizations achieve significant value. If we embrace DI in the contact center, we may have a massive opportunity to improve business performance (given all the rich data at our fingertips).

I like to think of [DI] as the know-how behind what you should do next.

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How to Transcend Customer Expectations

Jim Davies / Nov 2024

One of the most fundamental principles of doing business is having a set of brand values that define the company and resonate with the targeted buyers.

These unique values should influence the quality of experience delivered, and customers should have aligned expectations. This strategic approach to customer experience (CX) management is well documented, but within customer service, there is an inherent problem.

Consumers do not alter their customer service quality expectations as much as they might in other aspects of the brand experience...