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Judith Aquino and Dylan Haviland

Customer Engagement

A First Look at 2020 Retail at NRF’s “Big Show”

Judith Aquino and Dylan Haviland - January 20, 2020

New decade, new retail. At National Retail Federation (NRF) “Big Show” conference in New York City, business leaders defined what will make for exceptional...

Customer Acquisition

Forrester CX NYC 2019: How to Break Through Stagnant Customer Experiences

Judith Aquino and Dylan Haviland - June 18, 2019

Our 4 biggest takeaways on how to take your customer experience to the next level.

Contact Tracing: 4 Lessons Learned from the Front Lines

Customer Engagement Elizabeth Glagowski - June 1, 2020

Contact tracing is a critical component to containing and flattening the curve of COVID-19. Tracking those who are infected and who may...

Data Breach Report: Credential Theft, Social Attacks Lead to Most Security Breaches

Technology Judith Aquino - May 29, 2020

Cybercriminals, hackers, and fraudsters are, if nothing else, adaptive. In a new study, the 2020 Verizon Data Breach Investigations Report, researchers identified...

3 Ways Resiliency Helps Companies Shift Back

Customer Service Strategies and Best Practices Dylan Haviland - May 19, 2020

A forward-thinking strategy is the best solution for overcoming uncertainty. For CX-leaders in the contact center space to overcome the fallout from...

3 Ways to Revolutionize Customer Service After the Pandemic

Customer Loyalty Dylan Haviland - May 13, 2020

The COVID-19 pandemic has accelerated change in customer service. Daily at-home life for customers and agents has forced organizations to look closer...

How to Rebound from the Coronavirus: Your Top Sales Questions Answered

Customer Relationship Management Judith Aquino - May 4, 2020

Like a massive tidal wave, the COVID-19 pandemic has upended business operations, supply chains, and economic activity, leaving a path of uncertainty....