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Author: Keith Kirkpatrick

CX and support via SMS
Keith Kirkpatrick

Improving CX and Support via SMS

Using Text Channels to Support Customers Helps Provide Context and Accelerate Response Times, Among Other Benefits
employee experience market forecast
Keith Kirkpatrick

Market Forecast Spotlight: Greater Spending on Employee Experience Software

Revenue from EX Software and Services is Expected to Reach $14.6 Billion in 2026
visual engagement
Keith Kirkpatrick

Using Visual Engagement Techniques to Improve Customer Support

Visual Tools Help Clarify Customer Descriptions of Problems and Speed Time to Resolution
Contact center technology
Keith Kirkpatrick

Incorporating Technology to Improve Contact Center Agent Performance

AI-Driven Authentication, Automated Data Retrieval, Co-Browsing, and More Help Heighten Efficiency
Keith Kirkpatrick

Using Session Replay to Improve CX Interactions

Analysis of Anonymized Recordings Assists Product Managers, Developers and Engineers
Keith Kirkpatrick

Providing a Seamless CX When Using External Partners

Effective Communication Between Customer Information Systems and All Involved Is Critical
omnichannel customer engagement
Keith Kirkpatrick

Omnichannel Engagement Is Becoming a Centerpiece of Customer Experience Strategy for Many Organizations

Growth in Omnichannel Initiatives Is Being Driven by Shift to Digital Interactions, Customer Support Improvements, Changing Demographics, Pandemic Impacts, and the Rise of CX as a Competitive Differentiator
omnichannel customer engagement
Keith Kirkpatrick

Omnichannel Customer Engagement

Case Studies, Market Drivers, Market Barriers, and Best Practices for the Adoption of Omnichannel Engagement Strategies and Software
CX for contact centers
Keith Kirkpatrick

Contact Center Customer Experience Software and Services Revenue Will Surpass $18 Billion by 2026

Digital Transformation, Omnichannel Customer Engagement, and Evolving Labor Models Are All Driving Significant Growth in the Contact Center Technology Market
mobile customer experience
Keith Kirkpatrick

Optimizing CX for Mobile Interactions

Mobile Usage Numbers Are Rising, and So Are Customers’ Expectations for Experience and Satisfaction
telecom customer service
Keith Kirkpatrick

Ditching the Script for Better Telecom Customer Interactions

Removing Data Silos, Serving Relevant Content, Improving Training, and Providing Product Guides Can All Help Customer Service Agents Improve CX
contact center agent training
Keith Kirkpatrick

Methods for Improving Agent Training

Customers Assessing Their Experiences Still Give the Most Weight to Their Interactions with Human Agents
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