Pointillist

SEPTEMBER 10, 2020

Customer expectations for personalization have evolved immensely. Behemoths like Amazon and Netflix have transformed consumer expectations and influenced the experiences consumers demand from their banks, cable and wireless companies, and even health insurers. Unfortunately, many enterprises under deliver.

Personalization 128

Personalization Interactive Voice Response Enterprise Upselling 128

Netomi

JANUARY 5, 2022

Our favorite content from Adrian: How to make sure that employee analytics and monitoring doesn’t destroy your employee and customer experience. A Center-Out business architecture enables better and more empathetic customer experiences – Interview with Don Schuerman of Peg.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

RichCall

SEPTEMBER 13, 2017

This is the future of customer service. But it is the harnessing of social platform messaging apps that will turn social customer care on its head in 2017. This will also lead to increased self-service as customers will need to contact customer service less frequently when smart objects are able to diagnose their own issues.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64