customer experience Tag

Enterprise communications and collaboration decision-makers and business leaders face daunting new challenges: Emerging technologies like the Cloud, Team Collaboration and Speech Technologies promise to disrupt the environment, while end users and customers continue to demand new tools and media. One event provides you with the in-depth,...

With nearly 62% of companies using or planning to use artificial intelligence (AI) for their Digital Customer Experience (DCX) initiatives, one anticipated outcome is an increase in sales. So far, that anticipation is spot on. When asked for their primary business goal for using AI in their...

Technology becomes more advanced every day, and just about any organization can find some benefit in cloud-enabled customer experience apps, platforms, AI, APIs or customer-facing initiatives. Organizations still running contact center or customer experience apps on premises may want to consider moving to the cloud. Here's...

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...

As Digital Customer Experience (DCX) technologies continue to take center stage at many organizations, business leaders are faced with numerous questions about their contact-center platforms. This holds especially true for companies that are at or nearing end-of-life with their on-premises platforms. Many such companies have used...

Omnichannel is on the rise. Organizations are adding new interaction channels for their customers. But adding new channels without integrating them may cause more frustration than satisfaction. Enter omnichannel. The technology enables contextual customer interaction information to pass between channels (agents or bots) in real-time, while also...

I have talked to many friends and colleagues who complain about people who don’t return calls, emails, and texts—either at all, or when they say they will. These are typically business-to-business or business-to-consumer interactions (vs. personal calls), where the supplier tells a customer: “Let me check...

Customer ratings are the top metric companies use to track for success or failure in their efforts to improve customer experience, according to Nemertes' 2018-2019 Digital Customer Experience (DCX) research study of nearly 700 global companies. There is no shortage in the types of customer success...