Dr. Francis Goh has been an innovator and technical expert a strategist, board member, leadership mentor and sought after ...

Forrester research reinforces this: Its 2025 Customer Experience Index found that North American consumers’ perception of customer experience quality has declined for a fourth consecutive year, ...

Leading organizations are shifting toward holistic, adaptive AI that automates the entire customer journey. This integrated ...

ROI by using call center QA and psychometrics to tie training-driven behavior change to measurable business outcomes, like ...

Traditional leadership models are breaking under the pace of change; LEAD and CORE offer a framework for resilient, adaptive ...

This story was originally published on CX Dive. To receive daily news and insights, subscribe to our free daily CX Dive newsletter. The connection between great experiences and repeat visits is top of ...

Former MCA vice-president Ti Lian Ker has rejected a claim by Umno leader Puad Zarkashi that he wants the party to quit Barisan Nasional, saying he aims to “save BN”, not leave it. Earlier today, Puad ...

Retail contact centers are under constant pressure to deliver fast, reliable and high-quality service even as consumer expectations rise and staffing challenges persist. While traditional automation ...

This recipe explains how to make banana bread that is soft, moist, and full of natural banana flavor using simple ingredients and a straightforward baking method. One in Three Dementia Cases May Be ...

CallMiner's annual CX Landscape Report reveals organizations are scaling AI implementation while still grappling with organizational challenges, such as analyzing data and acting on insights WALTHAM, ...

Investing in agent well-being, engagement, and coaching (backed by call center QA) directly translates into higher CSAT/NPS, ...