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...
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...
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,...
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...
The Death of Single-Purpose Software
The average large firm has 129 software applications per company. The average worker uses 35 of these a day, and switches between them 1,100+ times a day. Roughly...
Best Practices for Website Performance
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