72 Articles Tagged Customer Experience

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Customers Explain Why Chatbots Matter for Contact Centers

  • Bernard Gutnick
  • March 28, 2017 | Estimated reading time: 5 minutes to read
  • I recently attended Jeff Pulver’s 2017 MoNage conference to get the latest views on chatbot usage and expectations for serving customers. Jeff Pulver created the…
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Call it what you will: Multi-channel, Omnichannel—It isn’t about the Contact Center!

  • Karen Hardy
  • March 24, 2017 | Estimated reading time: 4 minutes to read
  • At this point, we know that most companies are competing exclusively on the customer experience (83%, according to Dimension Data). McKinsey Insights shows that effective…
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Get out of the Queue: Drive Your CX with Attribute Matching

  • Laura Bassett
  • March 23, 2017 | Estimated reading time: 4 minutes to read
  • At this point, nearly every company is working overtime to realign around two simple words: customer experience (CX). So much so that nearly 90% of…
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Why Multi-Touch Matters more than Multi-Channel

  • Laura Bassett
  • January 3, 2017 | Estimated reading time: 6 minutes to read
  • When it comes to customer service, it seems that change is the only constant. I know you’ve heard it all before; how single channel service…
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Leveraging Big Data to Fine Tune Customer Experiences

  • Laura Bassett
  • December 6, 2016 | Estimated reading time: 6 minutes to read
  • Whether you realize it or not, big data is at the heart of practically everything we do today. Billboard companies, for example, are now leveraging…
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Serving Customer Buying Patterns Means Our Partners are “Living on the Edge”

  • Fadi Moubarak
  • December 1, 2016 | Estimated reading time: 3 minutes to read
  • Today’s business environment is a competitive and dynamic landscape that necessitates innovation in communications and collaboration. Technology solutions are more than mere infrastructure investments, they…
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Make or Break: The Customer Experience Imperative for Midsize Businesses

  • Karen Hardy
  • December 1, 2016 | Estimated reading time: 5 minutes to read
  • According to the Wall Street Journal, 2016 Thanksgiving and Black Friday sales have already accounted for more than $3 Billion in “desktop spending”—aka, e-commerce. While…
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Has WhatsApp Video Missed a Trick?

  • Savio Tovar Dias
  • November 23, 2016 | Estimated reading time: 2 minutes to read
  • In today’s mobile-led world, there is no doubt that messaging apps are becoming the preferred means to communicate with friends, family, and even work colleagues.…
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Top Reasons for Making a Move to Avaya IP Office 10

  • Miles Davis
  • November 4, 2016 | Estimated reading time: 1 minute to read
  • Midmarket companies (500 or fewer employees) across Latin America are leading the region’s digital transformation in the workplace. Unified Communications is migrating from being seen…
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CMOs and CIOs: Stop Battling and Start Collaborating on Marketing Technology Solutions

  • Morag Lucey
  • October 31, 2016 | Estimated reading time: 5 minutes to read
  • In a 2011 webinar, Gartner Research Vice President Laura McLellan boldly said that by 2017, the CMO would spend more on IT than the CIO.…
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3 Predictions about The Future of Customer Experience

  • Laura Bassett
  • October 10, 2016 | Estimated reading time: 4 minutes to read
  • Sometimes I know what the fictional Rip Van Winkle must have felt like when he woke up from his 20-year slumber. It seems like only…
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Transform the Customer Experience with an Intelligent Contact Center

  • Richard Spence
  • October 7, 2016 | Estimated reading time: 3 minutes to read
  • The evolving demands of digital-savvy customers have a deep impact on the contact center. In today’s highly connected society, customers are relying on other people…
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Artificial Intelligence in 2017: the Next Step for Enterprises?

  • Ronald Rubens
  • September 30, 2016 | Estimated reading time: 2 minutes to read
  • Next week is IP Expo, one of the UK’s main business technology events. One of the key themes of the show is Artificial Intelligence, something…
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Preparing for the eCall Directive in the UK

  • Adrian Brookes
  • September 23, 2016 | Estimated reading time: 3 minutes to read
  • We have all seen many TV shows where the emergency services have pinpoint accuracy for your location, yet why it is that when you have…
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Customer Loyalty is Dead

  • Morag Lucey
  • September 21, 2016 | Estimated reading time: 5 minutes to read
  • It’s a bold statement, I know, but I’ve been struggling with the idea that true loyalty can’t really exist in today’s digital world. Hang in…
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Avaya assists emergency services with eCall deployment

  • Steve Rafferty
  • September 9, 2016 | Estimated reading time: 3 minutes to read
  • Avaya has a long history in public safety and heritage in this area having worked with local governments and public safety agencies since the 1990s—including…