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Author: Keith Kirkpatrick

corporate fake news
Keith Kirkpatrick

Managing Corporate and CX Disinformation

Organizations Need to Have a Plan For Fighting Fake News Before It Impacts CX
collaborative web browsing
Keith Kirkpatrick

Using Co-Browsing to Improve Customer Experiences

Collaborative Browsing Can Also Boost Sales, but Agents Need to Carefully Follow Rules for Client Consent
CX digital communications
Keith Kirkpatrick

Leveraging Cutting-Edge Digital Communications Channels for CX

Nascent Channels Enable Companies to Expedite Collecting Customer Feedback and Improve Intelligence-Gathering
chatbot customer support
Keith Kirkpatrick

Evaluating Chatbots for Customer Support Applications

Chatbots Are Evolving From Rules-Based Systems to Understanding Language and Intent, Increasing Functionality and Requiring More Assurance of Proper Functioning
Lucid Motors case study
Keith Kirkpatrick

Lucid Motors: Using Immersive Tech to Create Excellent CX

Working with ZeroLight, Automaker Lucid Offers Customers a Cloud-Powered Purchase Journey
Contact center agent
Keith Kirkpatrick

Essential Contact Center Agent Skills

Personality Traits, Organizational Skills, Communication, and Empathy Are All Essential to Providing World-Class CX
digital banking
Keith Kirkpatrick

NAB Case Study: Supporting Interactions Through Digital Messaging

Australian Bank Uses Technology from Khoros to Improve CX
Keith Kirkpatrick

Managing Surges in CX Inquiry Demand

Spotify’s Handling of the Joe Rogan-Neil Young Controversy Reveals Shortcomings in Automated Customer Support
Keith Kirkpatrick

Addressing Labor Shortages Through Better Employee Experience

Keith Kirkpatrick

Using Content to Improve CX

Keith Kirkpatrick

The Retail Industry Customer Experience Market Will Reach $10.9 Billion in Revenue by 2026, According to Dash Research

Pandemic Business Model Shifts, Expansion of Omnichannel Experiences, Focus on Sales Channel Effectiveness, and Increased use of Zero-Party and First-Party Data Are All Key Drivers of CX Software and Services Growth
Keith Kirkpatrick

Beyond Tech: Training Employees to Deliver Better CX

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