Fonolo

NOVEMBER 17, 2020

Historic Call Center & Customer Experience Trends. More than 80% of customers now say the experience a company provides is as important as its products. . The contact center is destined to evolve further into the ‘Customer Experience Hub’ of the future.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

ClearAction

MARCH 21, 2017

Is customer engagement, artificial intelligence, digital marketing, predictive analytics, big data, or some other “shiny object” the key to driving business performance? 2 Forrester Research, 2012. 3 Ultimate Factors of Business Performance Lynn Hunsaker. Linden Brown and Chris Brown, 2014.

Benchmark 88

Benchmark Customer centricity Marketing Big data 88

ClearAction

MARCH 21, 2017

Is customer engagement, artificial intelligence, digital marketing, predictive analytics, big data, or some other “shiny object” the key to driving business performance? 2 Forrester Research, 2012. 3 Ultimate Factors of Business Performance Lynn Hunsaker. Linden Brown and Chris Brown, 2014.

Benchmark 69

Benchmark Customer centricity Big data Marketing 69

Avaya

NOVEMBER 16, 2016

In fact, research shows that about 90% of all data in the world today was created in just the past few years (2.5 billion GB of data were being produced every day in 2012 alone!)

APIs 72

APIs Transportation Enterprise Healthcare 72

Natalie Petouhof

MAY 25, 2016

. • Inability of traditional smoke detectors to connect to data centers about weather issues such as tornados, earthquakes, and floods. It was created in 2012 after a brush with tragedy. Market-leading and early adopter organizations must account for how IoT initiatives deliver a customer- centric experience.

Customer centricity 45

Customer centricity Technology Customer Experience Big data 45

AWS Machine Learning

NOVEMBER 17, 2022

Organizations are using machine learning (ML) and AI services to enhance customer experience, reduce operational cost, and unlock new possibilities to improve business outcomes. Data underpins ML and AI use cases and is a strategic asset to an organization. Choose Attach policies. Choose Attach policies.

Engineering 68

Engineering Big data Accountability Analytics 68

TechSee

MARCH 7, 2019

By buddying up with a human agent to make his job easier and more satisfying, the VEA will drive agent loyalty, streamline onboarding, improve daily productivity and help the agent provide better overall customer experience. For every customer episode – paying a bill, getting technical support with activating a device, etc.

Gamification 104

Gamification Contact Center Agent Empowerment Self service 104