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Articles Library
Welcome to our Article Library. You'll find articles on a variety of topics including business, direct mail,
email, lead generation, marketing, social media, and more. Come back often as we are adding content on
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Barb Ferrigno
Nov 13, 20232 min read
My customer service is NICER than yours!
by Liron Golan The voice of the customer is probably the most important thing for any organization to look at. That voice can help...
3 views0 comments
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Barb Ferrigno
Nov 13, 20232 min read
How Digital Transformation Drives the Customer Experience?
by Nevo Peretz It seems everyone's talking about Digital Transformation. In fact, many reports indicate that digital transformation is...
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Barb Ferrigno
Nov 13, 20234 min read
Customer Experience - A Look into the Future
by Ryan Ofek For any business the ability to see into the future is something they would probably pay millions for. To know the future...
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Barb Ferrigno
Nov 13, 20232 min read
Houston, do we really have a customer experience problem?
by Rafi Kretchmer "Yes. Yes. It is working now. Thank you! I really appreciate your professionalism and attitude". When managed in the...
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Barb Ferrigno
Nov 13, 20233 min read
The Best Complaint is No Complaint
by Yohai West In the last two posts, we discussed how analytics-driven complaint management can help 'put out fires' and satisfy the...
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Barb Ferrigno
Nov 13, 20233 min read
‘Your Call is Important to Us.’ Seriously?
by David Binny Sixteen minutes! Yep, 16 minutes of my life until someone answered my phone call to the customer service line. Seriously....
13 views0 comments
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Barb Ferrigno
Nov 13, 20232 min read
How to Save on Your Bottom Line While Improving Customer Experience
by Yair Lehrer For service providers, customer experience is the key to success. In fact, Gartner predicts that by 2016, 89% of...
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Barb Ferrigno
Nov 12, 20232 min read
Do you set up your customers on a blind date?
by Nevo Peretz Many blind dates aren’t very successful. We all know that. But in today’s digital world blind dates are becoming a thing...
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Barb Ferrigno
Nov 12, 20235 min read
Pomelo: The Next Generation of Online Remittance
Source: Pomelo IG It should be easy to send money to family back home. So many people grind every day to support loved ones in the...
169 views0 comments
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Barb Ferrigno
Nov 11, 20234 min read
The 6 Faces You See in Every Meeting and What They Really Mean
by Melissa Moore Whether you're addressing a room full of people or talking to somebody one-on-one, making a presentation can be a...
4 views0 comments
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Barb Ferrigno
Nov 11, 20232 min read
Curious How Analytics Can Impact Your Quality Management
by Chris Bauserman Have you noticed all the hype around using analytics in quality management, but haven’t utilized it in your...
1 view0 comments
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Barb Ferrigno
Nov 11, 20232 min read
Businesses Are Confident in AI — but Consumers Are More Cautious
by Heather Hughes Artificial intelligence (AI) has the potential to transform contact centers. It’s safe to say that we’re at an...
1 view0 comments
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Barb Ferrigno
Nov 11, 20233 min read
3 Ways to Provide Success When Handling Rude Customer Interactions
by Laura Bassett As I searched for ways to discipline my accident-prone, very determined, yet very sensitive and sometimes diva-like...
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Barb Ferrigno
Nov 11, 20232 min read
Growth Hacking — What It Is Why You Need It and How to Do It
by Mark Ungerman If you’re part of a team responsible for driving growth, you know how difficult it is to achieve a very challenging...
1 view0 comments
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Barb Ferrigno
Nov 11, 20232 min read
Do Your Service Channels Turn Your Customers into Net Promoters
by Heather Hughes When your customers are willing to recommend your company to friends and family members, you definitely are doing...
2 views0 comments
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Barb Ferrigno
Nov 10, 20232 min read
Are Your Customers as Satisfied as You Think They Are
by Heather Hughes We live in an omnichannel customer service world now. Emerging technologies and changing consumer demands fundamentally...
2 views0 comments
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Barb Ferrigno
Nov 10, 20232 min read
Consumers and Businesses Agree: When It Comes to AI Transparency Is Key
by Heather Hughes The 2019 NICE CXone Customer Experience (CX) Transformation Benchmark reveals some very interesting similarities and...
5 views0 comments
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Barb Ferrigno
Nov 10, 20233 min read
Can You Hear What Your “Silent Majority” Is Saying?
by Ken Brisco Your customers are talking. Are you listening? Many of them speak volumes about their experiences with you but deny your...
13 views0 comments
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Barb Ferrigno
Nov 10, 20233 min read
The Innovative New Way to Measure Customer Experience
by Andy Traba Measurement provides a standard for how we understand the world. From weight, temperature, length, value and even time we...
4 views0 comments
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Barb Ferrigno
Nov 9, 20232 min read
Let’s Chat about Chat
by Heather Hughes More businesses are offering chat to their customers as a support option. Here’s why that's great news for both these...
7 views1 comment
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