Category: Industry Insights

Technology is catalyzing a new wave of CX. How can brands keep up? Lexy Desrosiers​​​​ — SVP of Solutioning at SSG — discusses her excitement about the exponential impact of new technology and solutions across operations, training, and quality. Her secret weapon?...

AI solutions for CX are emerging daily — or at least, they seem to be. It’s more important than ever to separate real innovation from vaporware. In a recent panel discussion, Lexy Desrosiers​​​​ — SVP of Solutioning at SSG — explained how...

As customer expectations continue to evolve, omnichannel CX has emerged as a key strategy for businesses looking to deliver seamless, personalized experiences. The ability to interact with customers across multiple channels — social media, live chat, email, phone, and more...

In retail, customer experience is more than just a service. It’s the defining factor that sets successful brands apart in a crowded market. With the rise of data-driven solutions, hyper-personalization is gaining traction as the next frontier in retail CX....

Business Process Outsourcing (BPO) companies are leveraging Artificial Intelligence (AI) to not only increase customer satisfaction and scale operations, but also to boost the confidence and productivity of their call center teams.   BPO providers who adopted AI early in the...