Digital Tools for Your Roadmap

Posted on October 18, 2018
Today’s customers are better able to troubleshoot their issues or questions than in the past. They also conduct the majority of their purchasing research online. When customers reach out to a contact center, they are educated on the products offered and the solutions they provide. They expec […]

Posted In: Cobrowsing, customer experience, technology, video, video / voice chat, visual engagement, today's customers, customer engagement, digital transformation

How Do You Know If Your Digital Transformation Is Successful?

Posted on October 11, 2018
You manage what you measure. For many organizations, leaders have traditionally focused on physical capital (for making and selling goods) or human capital (for selling and delivering services). Businesses track inventory, productivity, utilization, and other KPIs to inspect these areas. In […]

Posted In: customer experience, technology, customer engagement, digital transformation

Budgeting for Digital Transformation

Posted on October 4, 2018
Today’s customers are demanding change. Opportunities to impact the customer experience using digital solutions exist throughout organizations. While these digital components can have a positive impact on customer behavior and business operations, it is also difficult to get started, define […]

Posted In: customer experience, technology, today's customers, customer engagement, digital transformation

Structuring IT for Digital Transformation

Posted on September 27, 2018
Digital transformation occurs when digital technology is used to change business operations, customer interactions, and the way business agents create value. As a part of this process, businesses shift from traditional modes of operation to a modern and technology-focused organization. Howev […]

Posted In: customer experience, technology, today's customers, customer engagement, digital transformation

How to Prioritize Digital Transformation Initiatives

Posted on September 13, 2018
Opportunities for digital upgrades exist throughout an organization. As a result,  businesses struggle to prioritize efforts as a part of an all-encompassing digital transformation. Business leaders must spend time reviewing digital trends, the business areas affected by those trends, and th […]

Posted In: customer experience, technology, today's customers, customer engagement, digital transformation

Empowered Employees Create Transformational Change

Posted on August 30, 2018
Technology gives today’s employees the ability to process data in real-time, increasing productivity while cutting out time-consuming manual labor. By eliminating repetitive tasks workers can focus on things that only humans can do, such as providing contextual information about specific aud […]

Posted In: customer experience, technology, customer engagement, digital transformation

Is it a Digital Transformation?

Posted on August 23, 2018
Digital transformation is a trending topic at most businesses today. However, even within the same organization, each stakeholder might define it differently. For some, it means developing a new mobile app or implementing a customer engagement tool. For others, digital transformation is an e […]

Posted In: customer experience, technology, customer engagement, digital transformation

Digital Maturity Assessment

Posted on August 9, 2018
The purpose of this assessment is to help organizations identify the level of maturity and sophistication of digital adoption and understanding within the business. There are 5 core areas addressed by this assessment: Governance & Leadership, People & Culture, Capacity & Capability, Innovati […]

Posted In: customer experience, technology, today's customers, customer engagement, digital transformation

Overcoming 7 Digital Transformation Challenges

Posted on August 2, 2018
Consumers expect brands to provide a flawless digital experience in all customer engagements. Across all industries, it rings true that companies delivering a robust and digitally-centric value proposition are seeing dramatic growth and disrupting the markets. Meanwhile, legacy brands are sh […]

Posted In: customer experience, technology, today's customers, customer engagement, digital transformation

What Problem Does Digital Transformation Solve?

Posted on July 26, 2018
Digital technologies have profoundly altered society by changing the ways businesses operate and the way customers shop, work, and live. This shift is affecting every industry. Organizations must respond to the ever-evolving and strict demands of today’s customers. Modern, digital businesses […]

Posted In: customer experience, technology, today's customers, customer engagement, digital transformation

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