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Taking CX to the next level in your contact centre

By Vawn Himmelsbach / Editor / August 29, 2019

Gen Z isn’t going to sit on hold for an agent. But emerging technologies and increasing channel diversity are changing the face of traditional contact centres — which has the potential to dramatically improve the customer experience.

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OMNI-Channel concept for digital marketing and online shopping.Illustration EPS10.

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Canadian retailers struggling with omnichannel

By Christine Wong / Expert Blogger / December 14, 2016

Tags: CX, omnichannel

New Deloitte research shows merchants in this country are still dragging their heels on omnichannel customer experience (CX). Sears Canada is one retailer ready and willing to do what it takes to catch up to customer expectations.

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How IT can gain more influence over CX tech

By Christine Wong / Expert Blogger / January 25, 2016

Tags: CX, Gartner

IT managers have less control over acquiring and utilizing customer experience technologies than they might think (or than they perhaps enjoyed in the past) , says a Gartner analyst. Here’s how they can make their voices heard on CX decisions.

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Taking CX to the next level in your contact centre

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How IT can gain more influence over CX tech

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PHOTO GALLERY: Gastown Grand Prix

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