As likely as not, when you hear the term “Communications Platform as a Service,” or “CPaaS,” chances are the first thing that pops to mind is “SMS.” Perhaps rightly so—messaging…
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A well-rounded CX team is essential for meeting and exceeding customer expectations when engaging with a company.
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When customer experience (CX) leaders or consumers talk about AI in customer service, chatbots are at the forefront of the discussion. But chatbots aren’t producing the success metrics they should…
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The biggest value of generative AI is to automate tasks—keeping in mind that the algorithms are trained on language, not truth, so the ability to put guardrails around data becomes…
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Customer obsession can boost a brand's reputation and profits. But it requires C-suite dedication to CX, high levels of personalization and a positive employee experience.
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Even as companies settle into the workplace decisions they’ve made for today’s post-pandemic realities, IT leaders must continue assessing whether they’ve got the optimal mix of communications and collaboration tools…
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When used in customer engagement initiatives, the results are clear: AI is driving measurable success across several metrics, according to the study.
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The best CX strategy should provide value to both the customer and the business. However, it requires support from leadership and significant investments in technology.
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For most large organizations, there is no single unified communications solution. Rather, companies manage a variety of platforms for calling, meetings, and messaging, both on-premises and in the cloud.
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Trust is a concern, but not exceedingly so, Metrigy data shows.
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