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…
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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…
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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.
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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…
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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.
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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…
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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.
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Integrating employee experience and customer experience data opens a host of opportunities for driving business value. As we edge closer to the start of a new year, revisiting employee experience…
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Though much of the Customer Experience (CX) discussion today focuses on non-voice, digital channels, the truth is that the majority of interactions depend on good, old-fashioned voice. What’s more, the…
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Companies are increasingly adopting and spending on self-service and conversational artificial intelligence to improve Customer Experience (CX). Artificial intelligence (AI) and machine learning (ML) bolster self-service, with data and automation…
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