Across channels and across the digital customer experience, successful CX leaders ask themselves “How can we serve the customer at this moment?” A new...
AI-powered knowledge management is poised to transform the digital customer service space. Both customers and employees, especially contact center agents, will be greatly influenced...
Digital experience programs face the challenge of a landscape where consumers are constantly shifting and evolving. But with the revolutions in AI and knowledge...
The next step in RPA evolution is the augmentation of human potential, initiative, and creativity with attended automation—on an unprecedented scale. Employees get more...
We live in a hyper-connected world in which employees and customers communicate from any location through any number of voice and digital channels. At...
Forward-thinking contact center leaders recognize that agents play a far more crucial role than simply addressing customer demand—agents directly impact the quality and consistency...
The degree to which contact centers will be impacted by looming recessionary pressures and ongoing labor shortages is yet to be fully known. However,...
M&A For many manufacturers, years of M&A has led to fragmented systems, complex intercompany processes, and a lack of standardization across the close. Increased...