Blogs & Reports Archives - Contact Centre

18 Aug 2025

10 Steps Towards Building a Cross-Functional CX Powerhouse: Breaking Down Silos to Create Transformative Customer Experiences | Blog Post

In today’s complex business landscape, customer experience (CX) success isn’t about individual departments—it’s about creating a unified, collaborative approach that puts the customer at the center of everything you do. Here’s your definitive roadmap to building a cross-functional CX powerhouse. Step 1: Develop a Shared Language of Experience Create common definitions and frameworks Establish […]

Karan Thacker and Lauren Jensen

A 7 Step Strategic Guide to Transformative Innovation: Mastering AI Applications in CX | Blog Post

Usman Janekankar of Sanofi presented an inspiring session at the 2024 CXS Summit that explored strategies to master AI applications in the customer experience world! The AI Imperative In an era of rapid technological transformation, artificial intelligence has emerged as the cornerstone of innovative customer experience strategies. This comprehensive guide will walk you through the […]

Usman Janekankar

Sanofi

Beyond Surveys: 3 Game-Changing Ways to Unlock Authentic Consumer Insights The Traditional Research Trap | Blog Post

For decades, businesses have relied on surveys as their primary method of understanding customer preferences. Carefully crafted questions, multiple-choice responses, and focus groups seemed like the gold standard of market research. But what if we told you that this approach is fundamentally flawed? Enter the revolution of review analytics – a method that captures consumer […]

Max Willard and Adi Toppol

Revuze

Actionable Insights – Turning AI-Generated Data into Strategic Advantage | Whitepaper

Executive Summary: In the rapidly evolving digital landscape, data has emerged as the most critical asset for organizational success. Artificial Intelligence represents the transformative key that unlocks this asset’s true potential, enabling businesses to move beyond traditional analytics into a realm of predictive, prescriptive, and proactive decision-making. Introduction: The Insights Revolution The digital transformation […]

Sean Albertson

CX4ROCKS

Top 3 Ways Sonic Branding Drives Customer Engagement: Lessons from Interac’s Marketing Breakthrough | Whitepaper

In the noisy digital landscape, brands are constantly searching for that magic ingredient to cut through the clutter and create meaningful connections. Enter sonic branding – the secret weapon that’s transforming how companies communicate with their audience. We had the pleasure of having one of their experts speak at last year’s DCX Summit, sharing their experience […]

Matt Houghton and Valentin Fleur

The Trust Factor: How B2B Companies Win Customers in a Competitive Landscape | Whitepaper

Executive Summary In an era of endless options and increasing digital complexity, trust has become the ultimate competitive differentiator for B2B companies. This white paper explores how organizations can build, maintain, and leverage trust to drive customer loyalty and business growth. The Trust Imperative In today’s hyper-connected business landscape, trust is no longer a […]

Neil Patel

NP Digital