Join us on November 2, for a live, in-person Executive Briefing at the Hilton Corporate Office in Dallas, as we will be delving into the most pressing topics and chart the course for the future of Outsourcing. In the ever-evolving world of Outsourcing, change is the only constant. As we...
11-02-2023 | 08:30 AM - 04:00 PM CT Addison TX
In my work, I frequently encounter individuals discussing the importance of being data-driven. However, the work they share usually relies on past experiences and assumptions rather than actual data. I don’t believe this is an intentional attempt to deceive or take shortcuts. Statistics heavily...
The cyber security environment is changing at a dramatic pace –growing from roughly 50,000 attempted intrusions into a company’s network in a year to at least 500,000 a month and increasing. Even as large and small businesses alike have more tools, data feeds, and integrations at their...
An omnichannel approach to customer experience is essential for companies focused on maintaining a strong brand reputation. Done well, an effective omnichannel platform delivers a resolution-centered, personalized experience to every customer – on a channel of their choice. Customer Experience...
AI’s new inflection point, generative technology, has captured the world by storm and could be the next giant leap to unleash the innovation and productivity we need . The market will reach over $109B by 2030, with a projected CAGR of 35.6% . ChatGPT’s meteoric rise is attributable...
In today's fast-paced business landscape, economic uncertainty is a constant challenge. As businesses strive to adapt and thrive, one area that deserves special attention is the contact center. The contact center serves as the frontline of customer interaction and plays a crucial role in...
Artificial intelligence (AI) has been evolving rapidly, and one of its most promising applications is generative AI. This technology is poised to transform the way enterprises capture and understand customer intelligence—and it’s about time. For too many years, voice of the customer (VOC)...
For all the complexity and hype around generative AI, there’s one business case that stands above all others: enhancing the customer experience. Brands should be aspiring to transform ordinary experiences into extraordinary ones and to make the impossible, possible. To truly understand the...
Designing a domestic loyalty program is no small feat. Crafting a vision for membership is a commitment, requiring months of careful planning and synchronization across the business. Add in other geographical regions, and while the task of loyalty program design becomes more exciting, it...
When evaluating customer service technology, you must ensure the solutions they provide will give you the desired impact. Whether you’re looking for higher CSATs, lower operation costs, or a combination of the two, knowing how to assess a tool is invaluable. It can save you time, money, and...
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