Change the Channel: Is SMS in Your CX Plan?

By Candace Sheitelman

Is text support in your CX plan? 98% of all text messages are opened and 95% are responded to within 3 minutes of being...

Straight Talk with Omdia: Digital Business Agility a “Necessity”

By Candace Sheitelman

Read what Omdia has to say about the necessity of digital ability.

Be a Helper - 20 Ways to Start

By Candace Sheitelman

The list of challenges in the world right now feels endless. Combat those feelings of helplessness by being a helper....

Work from Home Buyer's Guide

By Candace Sheitelman

We've pulled together product recommendations to quickly set up a home office that works.

Music City and Me: A CCW Nashville Recap

By Candace Sheitelman

Customer Contact Week Nashville was a great show. We met with companies and CX leaders across all industries who are...

The Fastest Glacier

By Candace Sheitelman

The contact center industry’s cumbersome yet mostly functional technology has stuck because there just haven’t been...

AI and ML: They’re Not Interchangeable

By Candace Sheitelman

There are so many nuances and so many attributes to both artificial intelligence and its litany of subsets - including...

What’s Ahead for 2020 CX? I Asked My Favorite Thinkers...

By Candace Sheitelman

I’ve had entirely too many customer experiences in the last month. I have many thoughts on the experiences I had with...

If You Don’t Know Me By Now…

By Candace Sheitelman

As a consumer, what I want from the brands I patronize has changed so much over the last five years. Yet the technology...

ICMI Connections Chicago -- A Recap

By Candace Sheitelman

The ICMI Connections Expo Hall was hot with customer experience leaders looking to grow, learn, and evolve the way they...

Customer Contact Week Austin -- A Recap

By Candace Sheitelman

It was a busy week at Customer Contact Week Austin. What we learned from the people we spoke with is that it’s time to...

Honestly… I Just Want to Lean Out

By Candace Sheitelman

Sales go up when customer effort goes down. The easier your brand is to do business with, the better. Therefore, every...