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#839: Medallia’s Courtney Shealy on moving contact centers from cost center to strategic asset
Today, we’re going to talk about transforming the contact center from a reactive, cost-focused operational hub into a proactive, strategic engine for growth. We’ll explore how to unlock the wealth of insights from customer interactions to drive innovation, create more empathetic experiences, and deliver tangible value across…
Up-to-the-Minute Analysis
Insights from the last 48 hours
From the creators of The Agile Brand with Greg Kihlström® podcast, and the internationally best-selling The Agile Brand Guide® series of books on marketing technology topics, we're here to give marketers information and insights to make better decisions.
Martechipedia™ Wiki
The marketing wiki with everything you need to know:
Most popular terms
Transmission
Transmission is one of the world’s largest independent B2B marketing agencies, providing end-to-end services…
Wireframes
Wireframes are generally related to web, mobile, or software application design. They can be…
Content Marketing
Content marketing is the practice of creating valuable, relevant, and consistent content that attracts…
Lean data strategy
Lean data is a focused approach to extracting valuable insights from a wealth of…
Governance (Component of the Center of Experience)
In the Center of Experience, governance defines how both customer and employee experience follow…
4 Brand as Relationship (Evolution of Brands)
As more and more brands have adopted the experience approach, it has become clearer…
Culture (Component of The Center of Experience)
Culture is something that is unique to an organization, the time and place it…
Digital Delight: Planning, measuring, and optimizing great digital CX and EX
Digital Delight discusses planning, measuring, and optimizing great digital customer and employee experiences.
StrategyOps
StrategyOps, or Strategy Operations, is the practice devoted to understanding and optimizing business strategies.…
Feedback recession
The Feedback Recession refers to the growing reluctance of customers to provide feedback to…
Microsoft
Microsoft provides a comprehensive and deeply integrated suite of marketing, sales, and service applications…
Platform (Component of the Center of Experience)
The tools, processes and methods used to create experiences are critical to tasks being…
More Industry News
Articles on MarTech, AI, & Customer Experience
AI optimism enhances workplace capabilities
In an era defined by rapid technological advancement, the integration of artificial intelligence (AI) into the workplace has emerged as…
Expert Mode Articles
Hear from Thought Leaders About Marketing technology, CX, and Digital Transformation
Expert Mode: The Untapped Power of AI: How SMBs Are Outpacing Enterprises in Adoption and Innovation
Artificial intelligence (AI) is no longer a futuristic concept reserved for tech giants. It’s rapidly…
Expert Mode: Humanizing AI-Driven Personalization in Retail
The convergence of AI and human expertise is reshaping the retail landscape, enabling brands to…
Expert Mode: Navigating the Post-Dashboard Era in Customer Experience
The winds of change are sweeping through the landscape of customer experience (CX), carrying with…
Expert Mode: The Agentic AI Revolution: Transforming Customer Experience from Reactive to Proactive
The age of abundant data has arrived, yet many organizations find themselves drowning in information…