3 Ways AI is Powering Customer Experience
Mining insights across billions of unique customer journeys using traditional methods and tools has been slow, costly and near impossible.
With artificial intelligence,...
A New Model for Employee Experience: Continuous Response
The world of employee experience has radically changed. According to leading global industry analyst, Josh Bersin, this change is forcing a new model for how organizations...
Contact Center and Digital, Better Together
The contact center is designed to support customer outreach and resolve issues while driving first-call resolution and case closure. The digital channel is designed to...
5 Digital Customer Experience Lessons
Every customer and employee journey has changed in 2020. There is almost nothing that can’t be done online anymore.
Look at Amazon’s smashing third-quarter...
Understanding White Box Networking and Open Network Operating Systems
For decades, an organization bought its network switching products from a single vendor such as Cisco. In most cases, that organization’s data center became 100%...
Rethinking Test Lab Automation for the Modern Age
In almost all aspects of IT, the pace of change and innovation has been astounding. However, one area stuck in the past is the test lab, where the lab infrastructure that...