Finding Opportunity in Delivering Empathy at Scale

We sat down with Jeff Nicholson to discuss some of Pega’s recent findings and to explore the opportunities they offer. In this short discussion on delivering empathy at scale, we touched on a multitude of topics – each one of…

Cultivating Loyalty by Fixing Post-Purchase

“Because the acquisition cost is so high, it’s about retention – retaining customers is not that easy.”
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The 2022 Engagement Capacity Gap Study

“More and more people are seeing that connection between employee experience and customer experience.”
The post The 2022 Engagement Capacity Gap Study appeared first on TheCustomer. …

Learning from Ten Billion Customer Journey Data Points

CSG recently released their 2022 State of the Customer Journey Report and we’ve covered it, we’ve published it, we’ve pulled out data points from it all along the way because well, it’s just really interesting. And it informs what so…