Author: Concentrix Catalyst

What Sears has to tell us about customer experience While we’ve been hearing about brick-and-mortar stores being on the ropes for a decade, the number of major retailers that closed over the... Read more

From the rise of e-commerce to Amazon Go, retail has experienced a drastic transformation in the past decade, and advancements in edge computing are expected to drive further change:... Read more

Edge computing is a business opportunity borne of necessity. Data from devices connected to the internet is expected to reach 403ZB in 2018—that’s a trillion, or 10^21, gigabytes. If... Read more

Some years seem to test the importance of tradition, while other times seem ripe for change. With a nod to both historical record and a reputation for disruption, blockchain... Read more

“Hey Siri, how will voice search change my life?” The proliferation of voice-activated devices has brought voice recognition technology into millions of homes. One in six people in the... Read more

More and more people are beginning to embrace the concept of self-service analytics, and interest in data discovery has grown significantly as a result. Read more

This is the first in our series on Emotion Design in CX. Read the 2nd, 3rd, and 4th in this series next. Designing for emotion is becoming an increasingly important... Read more

In parts 1 and 2 of this blog series, we discussed how to develop a VoC strategy and build the business case for adopting a technology platform. In this... Read more

VoC programs add a customer-centric lens to product and service development and uncover new business opportunities. VoC technology solutions, commonly referred to as customer feedback management (CFM) platforms, offer... Read more

Most companies don’t have a robust voice of the customer (VoC) program. Only 42% use technology to support a VoC program, which means they either don’t have a program... Read more