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Trends and Forecasts
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CX Strategy, Trends and ForecastsThe Phone Is Still King, and Other Takeaways From the State of CX in 2024Chatbots, mobile apps and text support have changed the way customer service gets done. But…
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CX Strategy, Trends and ForecastsUsing AI for More Patient-Centric Healthcare
A recent poll by the American Academy of Physician Associates (AAPA) found that U.S. adults…
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CX Strategy, Trends and Forecasts5 Ways AI Helps Travel & Hospitality Brands Handle the Resurgence of Demand
The travel and hospitality industry is in the midst of a roaring comeback. Nearly three-quarters…
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CX Strategy, Trends and ForecastsWhy Finding (and Keeping) Good Agents Is So Hard
When you look at the state of customer service – where average answer times are…
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CX Strategy, Trends and ForecastsHow To Ensure AI Treats Every Customer Fairly
Every day, more organizations are leveraging AI to resolve customer issues without agents, and more…
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CX Strategy, Trends and ForecastsWhy Resolution is the Key to Unlocking CX Automation
For years, the term “automation” has been somewhat of a misnomer in the contact center. …
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CX Strategy, Trends and Forecasts52 Contact Centers in 52 Weeks: Lessons From an Implementation Marathon
Sometime in the mid-2000s, Mike Milburn was in Gwinner, North Dakota. Then an implementation lead…
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CX Strategy, Trends and ForecastsFive Takeaways From a Decade of Contact Center Change
Ten years ago, contact centers looked very different than they do today. Remote work was…
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CX Strategy, Replicant News, Trends and ForecastsCustomer Service Innovator Spotlight: Namecca Parker
Replicant’s Innovator Spotlight Series This series is dedicated to customer service innovators and leaders that…
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CX Strategy, Trends and ForecastsThe National Customer Rage Survey: 3 Takeaways
A recent survey found that Americans are not just increasingly dissatisfied with customer service, they’re…
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Contact Center Automation, CX Strategy, Trends and ForecastsContact Center Automation Is A Soothing Ginger Ale for Airlines
Customer experience leaders are hard at work assessing the year that was and planning for…
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Trends and ForecastsCX Wrapped: The Best and Worst From 2022
According to ACSI, the national customer satisfaction index held steady in 2022 at 73.2 after…
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