CX Assurance Blog

Bringing Unparalleled Expertise to Customer Experience Assurance

An Acquisition that Made Perfect Sense

Artificial intelligence is evolving rapidly, and it’s changing the way customers and businesses interact on every level. As more of these interactions move online, automated chatbots are becoming a mainstay in industries of...

My heart goes out to everyone affected by COVID-19; these are truly challenging times. I wanted to share some helpful, data-driven industry insight gathered from our contact center customers, and some ideas of ways to bring teams closer together even as we’re...

Today is CX Day – a day to celebrate the professionals and companies that make great customer experiences happen. So, on this sixth annual CX Day—created by the Customer Experience Professionals Association (CXPA)—I’ve gathered six top insights and observations...

Our Xchange 2018 conference was a momentous occasion for us as a company, as well as for me personally. This was something I envisioned twelve years ago, so it was with both pride and humility that I took the stage to address our customers and partners. Even more...

Despite being built for strengthening customer relationships, contact centers have unfortunately become a hub for customer complaints. Australian telecommunications leaders are using multiple avenues for managing service issues today, including phone calls, live...

The release of Google Glass is around the corner and just when you think you might have your customer contact channel strategy solidified, should this important consumer interface change your strategy. I wonder whether organizations can incorporate Google Glass in...