This July, Bright Pattern had the honor of being featured in two of the call center industry’s leading customer review reports, Gartner’s Software Advice and G2 Crowd! Bright Pattern was featured in G2 Crowd’s Summer 2019 Contact Center...
About Shelby Faris
This year Customer Contact Week celebrated 20 years of unforgettable conferences that bring together the world’s leaders in customer experience. The conference always provides attendees with amazing learning opportunities, networking options, and...
Spring is a time for renewal, growth, and expansion. It is an exciting season that encourages people to take action and create change. So there’s no better time to attend some of the top customer experience events of the year.
Last month we partnered with contact center and customer experience leaders Jeff Marcoux from TTEC and Michael Pace from The Pace of Service for a webinar discussing omnichannel (blog part 1), digital disruption (blog part 2), and the 360-degree...
Last week I wrote part 1 of this three-part series on CX trends. The blog series covers top items that were discussed in our annual CX trends webinar. Click here to view the webinar on-demand. The webinar featured industry expects from TTEC, The...
Last week we partnered with TTEC and The Pace of Service to present a webinar on CX Trends. The session was riveting and chock-full of information for industry experts Jeff Marcoux, VP of Marketing at TTEC, Ted Hunting, SVP of Marketing at Bright...
For the third year in a row, customer experience (CX) measures have remained flat. As Forrester notes, “…what little movement that did happen was toward the middle of our scale, where 62% of brands bunched up in an undifferentiated clump.”...
Dell CIO, Jerry Gregoire, once said, “The customer experience is the next competitive battleground.” Gregoire believed that the winners of the next generation would be the companies that strive to create a brighter customer experience and disrupt...
Customer-centric businesses are working harder than ever to support all of the contact center channels that their customers want to use. That’s why 84% of companies who consider themselves to be customer-centric have a heavy focus on supporting...
You’ve probably been asked this before with all the omnichannel buzz in the CX industry. But do you honestly know the difference between multimodal, multichannel, and omnichannel?