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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Gauri Bhalerao, director of global applications at Yum!, shares how the company is developing its digital strategy around three pillars: easy experiences, easy operations, and easy insights.
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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In an industry with high turnover, contact center leaders must engage with their agents. Workforce optimization tools can help improve employee satisfaction and productivity.
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Smart self-service is core to NICE’s vision of CX interaction fluency. With CCaaS in such high demand today, it’s hard to imagine the term disappearing from our communications lexicon. But…
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Metrigy has recently expanded with the addition of a chief data scientist, Matt Craig, and principal analyst, Diane Myers. Meet them in this episode, and hear what’s top of their agendas.
As we advise enterprise customer experience (CX) leaders, one fairly consistent area of deficiency is using automation to improve agent performance and/or customer satisfaction. Sure, most companies use some automation,…
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Contact Center architecture doesn’t have to dictate level of innovation. Whether you’re on-prem and staying there, on-prem and gradually moving to the cloud, or fully engaged in the cloud, CPaaS solutions can add value to traditional contact center capabilities. A conversation with Chris Botting, chief product officer at IntelePeer.
