SPECIAL REPORTS

Customer experience in the enterprise

Delivering excellent customer experiences is about more than just migrating to the cloud; it requires a new mindset and entire organizational shifts. And today’s customers have raised their expectations.

The Big Feature

How today’s customers redefined the expectations for a good experience

Delivering excellent customer experiences is about more than just migrating to the cloud; it requires a new mindset and entire organizational shifts. And today’s customers have raised their expectations.

What I've learned

Judith Platz: Customer support isn’t going back to the basement

Platz discusses what she’s learned over two decades working with customer experience teams, including at Salesforce. In her view, the pandemic changed CX forever.

SPONSORED CONTENT

Braintrust

What part of the customer experience still has the most room for improvement?

Bot interaction, personalization and outcome metrics could all still get better, members of Protocol's Braintrust say.

The chart

Customers still prefer talking to people over automated CX tech

A new Harris Poll from Protocol analyzes consumer sentiment around customer experience — what’s changed, what’s working and what isn’t.

Instant Expert

5 ways customer experience will look different in 2023

The pandemic changed everything for customer experience. Here’s how enterprises will adapt over the rest of the decade.