Blake Morgan

FEBRUARY 1, 2023

In 2023, companies face a difficult crossroads. Inflation has consumers on edge, staffing shortages impact frontline workers, layoffs abound, and technology continues to grow and evolve. But anticipating needs in a constantly changing environment can be difficult. Don’t get left behind as customers change.

Trends 111

Trends Customer Experience Consumers Customers 111

Blake Morgan

JULY 29, 2023

There’s a strong connection between investing in customer experience and increasing the bottom line. But what happens to CX budgets during economic uncertainty, inflation, and changing customer priorities? As the markets and consumers change, brands can’t simply stick with what they’ve done in the past.

Customer Experience 52

Customer Experience How To Contact Center Chatbots 52

Totango

NOVEMBER 27, 2023

After several years of relentless pursuit of new business, 2023 made it clear to many companies that growth at all costs is not a sustainable strategy. Totango designated as a “Strong Performer” Forrester’s 2023 report named Totango a “Strong Performer.” Offer self-service functionalities through community and knowledge centers.

Report 91

Report Trends Customer Success Self Service 91

Blake Morgan

JUNE 16, 2023

No matter what you’re selling or offering customers, digital is now a requirement, including e-commerce, apps, chatbots, immersive VR and AR, AI automation—the list goes on and on. But as technology advances and customers evolve, so too do digital experiences.

Self Service 59

Self Service Chatbots Contact Center Video 59

ShepHyken

JULY 3, 2023

100 Customer Experience Stats For 2023 by Blake Morgan (Forbes) Customer experience in 2023 looks different than it ever has before. With a looming recession, changing customer preferences and priorities, and new technology, CX teams have incredible opportunities to innovate and connect in new ways.

Customer Service 12

Customer Service Competitive Advantage Exercises Customer Service Training 12

Alliance by IFS

JUNE 6, 2019

Customers no longer expect effective service – they demand next-level capabilities that provide convenience and business intelligence on the value they are receiving. Service organizations are now faced with the challenge of future-proofing their operations to keep up with the rapidly evolving customer demands and technologies.

Self Service 88

Self Service Software System Technology 88