Organizations with on-premises contact centers don’t need to make a full cloud migration to modernize their systems. CPaaS can enable cloud features and drive key business metrics. On-premises contact centers…
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The ChatGPT chatbot promises to change enterprise communications, both internally and with customers. Seemingly overnight, with OpenAI’s December 2022 release of the ChatGPT chatbot, the promise of artificial intelligence (AI)…
Root your technology decisions in quantifiable, verifiable evidence — invest in a customer insights and analytics program. Making uninformed decisions always introduces risk. Yet, CX leaders frequently decide on technologies,…
A look at Bandwidth’s freshly -released Maestro cloud platform illustrates the benefits of a cloud orchestration layer. The pace of innovation for customer engagement is rapidly accelerating; the number of…
Move over full-code communications-as-a-service (CPaaS) platforms, low-code options are the preference today among companies using multiple approaches, according to Metrigy’s recently published Advanced API & CPaaS Development 2023 global research study of 400 organizations.
In this research report, Metrigy explores the unique challenges and opportunities for midsize enterprises implementing a VoC strategy as well as the impact of these programs on key business metrics.
I’ve always noted a disconnect between what’s presented at conferences or written in blogs — and what customer experience (CX) leaders tell me as we advise them or as they participate in research interviews about contact center architecture.
CX technology investments should increase in the new year, as enterprises use the tools to address challenges like addressing labor shortages and eliminating hold times.
The uncertain economy presents some significant opportunities for investment that ultimately can differentiate organizations and increase loyalty among both customers and employees. I see five key reasons that business leaders should continue being bullish on their CX spending.
With the global economic uncertainty and layoffs, particularly among technology companies, it’s not surprising that many are wondering what 2023 will bring for technology spending.
