Your resource center for everything marketing, customer service, and CX

[Report] The state of CX in the automotive industry: 2021

The car buyer’s journey is growing more and more digital, and the events of 2020 only accelerated things. See the latest CX trends facing the Auto industry today to help your brand deliver amazing, empathetic experiences across the car buyer's journey.
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[Guide] CX in a new era of customer expectation

How can brands meet customers' ever-growing expectations and close the customer experience gap? Check out this guide to learn more.
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What you need to know to build a solid crisis management plan

You have a social media crisis on your hands. Do you know what to do next? Here are a few strategies to help prepare for and deal with a crisis right away.
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How to craft a winning reputation management strategy

Every day, your company’s reputation is on the line. So, how can you craft a reputation management strategy that both empowers your team and helps your brand rise to the top of the reviews (and of the mind of potential customers)?
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Closed-Loop Feedback: How to Get More From Your Surveys (and Delight Customers)

Closing the customer feedback loop can help turn bad experiences into good ones, and make good experiences even better. Here's everything you need to know.
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7 customer self-service examples (and practical CX advice)

Learn seven best practices for implementing digital self-service, including customer examples.
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How to measure social media ROI: a complete guide

Provable return on investment (ROI) has become the holy grail of the social media marketing world. Here are some of the key steps to quantify and measure the ROI of your social media marketing efforts.
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Instagram Messaging for business: why it’s key to community care

Facebook rolls out Messenger API Support for Instagram publicly, now available to Emplifi clients.

Top 40 customer experience statistics to know in 2021

Closing the customer experience gap is only becoming more critical for brands. Here are the customer experience trends and stats every customer-centric brand must know today.
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Building a customer service chatbot: 8 elements of a great interaction

Make sure your customer service chatbot enhances CX with these examples of components you should include in your chatbot.
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9 important contact center industry standards (and how to achieve them)

How do you stack up against industry benchmarks for response times and agent efficiency metrics?
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[Guide] Your primer to Voice of Customer, and how it fills CX insight gaps

Voice of the Customer (VoC) provides a glimpse into the mind of customers like no other data source can. Here's what you need to know about VoC today, and how it can help power your CX for years to come.

Mapping the customer journey: What insights you need (and how to get them)

What types of insights do you need to drive successful customer journey mapping efforts? Here are a few you should not do without.
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How chatbots help businesses to improve customer experience in 2021

Whatever the key metrics to measure ROI might be, companies of all sizes and all industries can benefit from chatbots to help improve CX, if implemented correctly.

Conversational AI: what it is and why your IVR desperately needs it

Chatbots with true conversational capability can revolutionize your interactive voice response system.

Customer service goals 2021: objectives and examples

What are the most important customer service goals your team needs to meet? Learn about the top 5 goals for customer service, plus examples.

Correlation vs causation: What's the difference?

What you need to know about causation and correlation, including key differences and examples of both.