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 the pace of change showing no sign of slowing down — and with talent resisting calls to return to the office — technology is emerging as a key enabler for the hybrid working models of the future. The world has emerged from the worst of the COVID-19 pandemic, but its legacy remains with...
There comes a point at which you’ve got to acknowledge that a long-accepted way of doing things is being upended. This can be due to advances in technology or changes in society or both. That’s precisely where we are in the world of customer service and support. But, it is not manifesting as a...
by Amardeep Modi, Everest Group March 02, 2022 We are pleased to share this post from guest blogger Amardeep Modi, Everest Group. Demand is growing for attended RPA robots that act like on-demand virtual digital assistants activated by humans to help with manual tasks,...
by Orr Rachlevsky January 12, 2022 Is your business ready to comply with the new FDCPA requirements? NEVA can help. Regulation F to 12 C.F.R. 1006, which was enacted by the Consumer Financial Protection Bureau (CFPB), is the first set of comprehensive federal debt collection...
Similar to your favorite ice cream brands, artificial intelligence (AI) comes in many flavors. For contact centers, there are 10 types that empower you and your agents to deliver hyper-personalized customer experiences. 1. Smart data Dirty data has plagued businesses for decades,...
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...
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...
We’ve got big news today at Helpshift! We just launched a new integration between Amazon Connect and our own digital customer support platform that you all know and love. We’re pretty excited about it, and we want you to be too, so we’ve put together a brief explainer to show you everything...
In a world of on-demand delivery and television on tap, customers today are starting to expect near-immediate satisfaction in all aspects of their lives. And that poses an interesting challenge for companies trying to deliver to their customers’ satisfaction—how can you provide quick resolution...