The Execs In The Know CX Marketplace is a robust, dynamic solutions showcase where senior corporate decisionmakers can share valuable peer-to-peer insights into a wide variety of potential business partners.
by: Andrea Paul, Content Marketing Manager June 3, 2020 Until now, the omnichannel, cloud-based, 360-degree customer view-enabled contact center was mostly a pipe dream, touted by technology vendors and thought leaders, with a majority of businesses falling short of this gold...
In this moment of crisis, when the majority of the population is self-isolating at home, technology is an even more vital tool for streamlining crisis communications between companies, their teams and their customers. Prior to the COVID-19 pandemic, IDG's 2019 Digital Business reported 91% of...
Increasingly, brands are looking for innovative ways to meet rising customer expectations and remain relevant in a digital-first world. One such tactic is to use chatbots and automation to streamline manual and time-consuming processes and to improve the customer experience. Customer service...
As the number of confirmed cases of COVID-19, or coronavirus, increases across the United States and around the world, businesses are expressing valid concern around how their staff, customers, and day-to-day captive centers and BPO operations will be affected. To maintain employee safety as...
Data is key to understanding customers and predicting behavior, intent and outcomes. But can customer experience analysts replicate the modern success of meteorology? Tornadoes, or as we call them here, twisters, are a common sight in Texas. 100 years ago, when we wanted to find...
Digital customer support is new and exciting – bringing a world of possibilities for boosting customer loyalty and lifetime value (LTV). But how do you measure results? Key performance indicators (KPIs) can help prove your success in digital customer support and can also help you continuously...
37 percent of customers say they would prefer to get immediate assistance from a chatbot over waiting just three minutes for a human. We’re all becoming used to interacting with automation. In fact, we often prefer it. From Siri to Alexa to automatic bill payment, automation has become...
By Allison O'Holleran, Product Marketing Manager at Helpshift Many AI + Chatbot providers in recent years have convinced brands that deploying their technologies will result in an improved customer experience while reducing operational inefficiencies and associated costs. Yet many of those...
Where a finance and accounting (F&A) department sits in terms of digital maturity often reflects where an organization sits as a whole. As Sutherland’s SVP of Business Process Automation, Timothy Leger, previously explained , that’s because the modern-day Chief Financial Officer (CFO) is...
The word channels once meant something very simple. When I was a kid, it literally referred to the four television channels in existence: ABC, CBS, NBC and, of course, PBS — home of Mister Rogers and Sesame Street. Today, in the business world at least, the word channels has a...