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.
With digital self-service technology advancing at a phenomenal rate, why are interactions with chatbots and interactive voice response (IVR) systems still the sources of so many frustrating customer experiences? COPC research shows that most customers prefer...
Compared to industries such as retail and financial services, the medical industry has traditionally lagged behind when it comes to investing in new technology. However, since the COVID-19 pandemic, healthcare organizations have increased their investments in technology, digital solutions,...
To survive in the CX industry, it’s no secret that businesses must be fast, agile, adaptive, and reactive. Processes must be efficient as well as effective to ensure that customers receive satisfaction in every touchpoint. Changing consumer behavior and preferences have to be considered every...
The headlines seem to be blaring everywhere: a recession is coming, inflation is out of control, COVID-19 isn’t over, big tech is laying off tons of people, and people are leaving the workforce in droves through The Great Resignation or quiet quitting. Every day seems to bring more challenging...
Disruption and transformational change continue to shake up the status quo across healthcare. Well-established retail disruptors and uniquely differentiated digital-first innovators are each vying for control of the consumer relationship. That’s leaving incumbents, the traditional providers,...
COVID-19 triggered a global slowdown that declined economic growth and consumer activity. With inflation numbers rising, the probability of a recession is also increasing. According to CNBC , recent forecasts indicate that a recession may occur this year or earlier in 2023. Previous market...
Evolving consumer behavior has prompted brands and businesses to redefine their CX AI processes to enable a singular, seamless flow and the best intelligent experiences. Technology plays an integral role in making this possible, with more and more companies tapping into a myriad of digital...
Watch to the full podcast here: Or click here to just listen to the audio. Vistio’s Co-Founder Gregg Antenen joins us today to discuss the adoption of technology in CX. As you may know Vistio provides software, technology and tools to equip CX agents, namely...
Augusto Martinez Reyes · 07.25.2022 Let’s take a moment to look back and rewind. It’s the late 1990s. The world ran on dial-up modems and telephone lines, believing that the deafening noise made by our modems was the sound of the future – our main gateway to magical online lands otherwise...
‘Tis the season for contact center trends, predictions, and “must-watch” lists. Many analyst firms provide reports that explain and prioritize the relevance or importance of these trends, but one of the most succinct summaries to put contact center trends into perspective is the Gartner...