by Juhi Fadia | Sep 19, 2019 | Technologies, Trends
The Real Return on Investing in Intelligent CX 19 SEPTEMBER 2019 By: Juhi Fadia With the emergence of new technologies addressing the improvement of Customer Experience (CX), ongoing changes to what we used to refer to as “contact center” and “customer service”...
by Juhi Fadia | Aug 12, 2019 | Technologies, Trends
Contact Centers Excel in Times of Crisis, Driving New Innovations in Customer Experience 12 AUGUST 2019 By: Juhi Fadia Given the effectiveness of customer self-service, chatbots, and the growing field of Robotic Process Automation (RPA), live human support is becoming...
by Juhi Fadia | Jul 10, 2019 | Technologies, Trends
What AI Can and Cannot Do for CX: The Next Generation Balancing Act of Data and Humans 10 JULY 2019 By: Juhi Fadia Along the hype cycle in the world of CX, Artificial Intelligence (AI) and its cousins Natural Language Processing (NLP) and Deep Machine Learning (DLM)...
by Juhi Fadia | Jun 13, 2019 | Technologies, Trends
Blending High Tech and High Touch, New CX BPO Launched at Genesys Xperience 19 13 JUNE 2019 By: Juhi Fadia Even as companies in the contact center and “CX” industry continue to push self-service, chatbots, social messaging apps and “automation” that enable machines to...
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