How to Future-Proof Your Contact Center: Part 1 – The Right Technology

Smarter CX

In a recent webinar series, Daniel Foppen of Oracle’s CX Service Strategy along with 4 leading service professionals from BISSELL, Pier 1 Imports, Smiths Medical, and Elsevier discuss advanced contact center functionality and how they have future-proofed their respective contact centers. The core CRM solution had not been upgraded since 2002, and was highly customized to support the business.

The Need for Customer Experience is Based on Science Not Myth

Natalie Petouhof

Tweet The need for customer experience to improve is not a myth. In fact, here’s why. Noted psychology researcher and writer Mihaly Csíkszentmihályi observed in 1998 that people who perform seamless, sequence-based activities on a regular basis are happier than people who don’t [i].

The Differences Between B2B and B2C Customer Journey Mapping


Here’s a formal definition from persona thought leader Tony Zambito in 2002: Buyer personas are research-based archetypal (modeled) representations of who buyers are, what they are trying to accomplish, what goals drive their behavior, how they think, how they buy, and why they make buying decisions.

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