News & Views Blog

The Real Return on Investing in Intelligent CX

The Real Return on Investing in Intelligent CX

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” offerings, the evolution of CRM and other systems which claim they can improve the entire lifecycle of consumer interactions (from discovery to delight), it is getting more difficult to budget for and measure investments.

To Be or Not to Be: How BPOs Can Arise Out of Commoditization to Competitive

To Be or Not to Be: How BPOs Can Arise Out of Commoditization to Competitive

The Customer Care Business Process Outsourcing (BPO) industry is predicted to grow steadily and substantially over the next several years, yet for many of the world’s largest organizations, profitable revenue is becoming more challenging as new competitors emerge with less technical debt, access to less expensive but sophisticated hardware and virtualized platforms, and punch above their weight as young, agile companies winning away coveted “Fortune 500” clients.

The Leap from Artificial Intelligence to Authentic Insights: Genuine Connections Can’t Be Automated

The Leap from Artificial Intelligence to Authentic Insights: Genuine Connections Can’t Be Automated

Let’s not get carried away with the notion that corporations can save billions of dollars by replacing human beings with machines. While there is, of course, huge opportunity to create efficiencies through robotics in factories, “co-botting” in distribution centers, and self-checkout in next generation fast food restaurants and grocery stores, when it comes delivering high value service to go along with high value offerings – nothing will ever be better than a human to human conversation.