Topic: Contact center
Contact center trends 2025: The three big shifts shaping customer experience
Contact centers are the bastions of customer expectations and customer satisfaction. They thrive with the right tools but – as our 2025 Contact Center Trends research shows – only if those tools...
By Isabelle Zdatny, Leonie Brown
Conversational AI: Exploring the future of customer experience management
Natural language processing, generative LLMs and virtual assistants… What do these industry buzzwords have in common? They all come under the umbrella of conversational AI – the process of turning...
By Adam Bunker, James Skay
Contact center digital transformation: Your guide for success
With customers looking for more personal and more comprehensive experiences than ever, your contact center is likely inundated with requests and information. We look at the technology and processes be...
By Harry Gough, Rosemin Anderson
How to use analytics for risk management
Calculating and managing risk is a vital part of business, but how can data analytics play into successful management? Read on to find out what risk management analytics is, why it’s important and h...
By Qualtrics
80% of customers said they have switched brands because of poor customer experience
New research from Qualtrics and ServiceNow revealed 80% of customers said they have switched brands because of poor customer experience, and 43% of respondents said they were at least somewhat likely ...
By Qualtrics