AI Tag

The rise of the Internet, social media apps, and customer ratings have empowered individual consumers like no other time in history. So as business leaders build and revise their digital transformation strategies, it’s no surprise that customer experience is the key driver. Creating a top-notch experience...

We all have good ideas on how to transform the customer experience. But getting the budget to execute on those ideas can be challenging. The keys to success are to determine the right people to fund the Digital Customer Experience (DCX) project, and why they would...

By conveying real-world stories of customer experience (CX) success, organizations hope to grow their customer base. But being successful at telling the CX success story requires more time and planning than most people realize. First, it’s important to develop a CX strategy that is positioned to...

For years, high agent turnover rates have been one of the biggest problems facing contact center leaders. Low pay, lack of promotions, or dealing with cranky customers day after day convinced all-too-many agents they needed to look for a different career. In the past three years, though,...

Digital Customer Experience (DCX) efforts enables organizations to provide new means of engagement including via mobile apps, chat, virtual and augmented reality, and by using AI to improve engagement routing and response. As organizations invest heavily into DCX strategies, they are bolstering their contact center...