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The Real Return on Investing in Intelligent CX

The Real Return on Investing in Intelligent CX

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”...
Empowering Every Team Member: CX Analytics for Non-Technical Contact Center Leaders Delivered as A Service to All

Empowering Every Team Member: CX Analytics for Non-Technical Contact Center Leaders Delivered as A Service to All

by Brad Richards | Sep 13, 2019 | Technologies, Trends

Empowering Every Team Member: CX Analytics for Non-Technical Contact Center Leaders Delivered as A Service to All 12 SEPTEMBER 2019 By: Brad Richards As the omnichannel world of CX continues to grow, and it is easier than ever for customers to engage with the brands...
Contact Centers Excel in Times of Crisis, Driving New Innovations in Customer Experience

Contact Centers Excel in Times of Crisis, Driving New Innovations in Customer Experience

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...
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

by Brad Richards | Jul 22, 2019 | Technologies, Trends

To Be or Not to Be: How BPOs Can Arise Out of Commoditization to Competitive Strength 22 JULY 2019 By: Brad Richards The Customer Care Business Process Outsourcing (BPO) industry is predicted to grow steadily and substantially over the next several years, yet for many...
What AI Can and Cannot Do for CX: The Next Generation Balancing Act of Data and Humans

What AI Can and Cannot Do for CX: The Next Generation Balancing Act of Data and Humans

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)...
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

by Edward Clark | Jul 9, 2019 | Technologies, Trends

The Leap from Artificial Intelligence to Authentic Insights: Genuine Connections Can’t Be Automated 09 JULY 2019 By: Edward Clark Let’s not get carried away with the notion that corporations can save billions of dollars by replacing human beings with machines. While...
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