Resources

Using Digital Conversations to Understand Your Customers’ Behavior

Building a Team for the Next Generation of Digital Customer Service

How to Unleash the True Value of Your Contact Center Operations

Improve Patient Experience with Voice of the Customer Analytics

Transitioning from Customer Experience Reporting to Analytics

Engage Across Digital Channels in One Platform

Customer Connections in the Experience Economy

KitchenAid Improves Speed of Response, Driving 85% Growth in Social Engagement

CHALLENGE Social media at KitchenAid, the highly respected countertop appliance brand, was originally intended to encourage consumer engagement. Over time, however, customers started using...

ADP Embraces Service Approach to Social Media Engagement

CHALLENGE ADP, a human resources management company, had partnered with an external marketing agency to monitor social media engagement, but it was no longer seeing the ROI from the partne...