Companies are using video chat to solve problems or answer sales questions more quickly and in a more humanized way. Video chat offers more personalized support, better training, and better customer experience. Many aspects of customer service are now automated. As a result, it is even more […]

Gartner reports in “Customer Experience in Marketing Survey 2017: Greater Expectations, Greater Challenges” that more than two-thirds of marketers surveyed said their company competes on the basis of CX. Gartner expects this to rise to 81% in 2019. In this post, we explore technology solutio […]

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 […]

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 […]

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 […]

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 […]

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 […]

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 […]

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 […]

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 […]