9 Articles Tagged digital transformation

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Digital Transformation—Powering New Experiences for Employees and Customers

  • Scott Hanwell
  • March 27, 2017 | Estimated reading time: 4 minutes to read
  • There’s no let-up in the pace of change. New apps, new services and new ways of getting it done seem to spring up daily, and…
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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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Personalizing the CX Requires Blood, Sweat, Time and Passion

  • Morag Lucey
  • September 6, 2016 | Estimated reading time: 6 minutes to read
  • Research undeniably proves that personalization is key for delivering amazing customer experiences. (After all, companies can’t provide just one customer experience—rather, they need to provide…
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New Age, New Requirements, More Innovation: Three Ways to Keep Up (Part 3)

  • Jean Turgeon
  • August 31, 2016 | Estimated reading time: 4 minutes to read
  • The 2016 Rio Olympics may be over, but the excitement is still palpable. As I watched the performances from some of today’s most gifted athletes,…
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New Age, New Requirements, More Innovation: Three Ways to Keep Up (Part 2)

  • Jean Turgeon
  • August 22, 2016 | Estimated reading time: 5 minutes to read
  • If you’ve read Part 1 of this series, you hopefully now have a solid understanding of how businesses must keep up with today’s pace of…
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Digital transformation: A mindset and a journey, not just technology

  • Laura Bassett
  • June 27, 2016 | Estimated reading time: 2 minutes to read
  • My sister-in-law recently took on a new role managing a team of 16 contact center agents. The other day, she said she doesn’t understand why…
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The Business Pit Stop: Positioning for Progress

  • Areff Mohammed
  • June 22, 2016 | Estimated reading time: 3 minutes to read
  • Is there any opportunity for government and private organisations to use a slow economic climate as a time to reevaluate their IT infrastructure? Organisations can…
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A Day in the Life of James Bond: Why Today's CIO Is on a Very Similar Mission

  • Luke Stangel
  • December 20, 2015 | Estimated reading time: 4 minutes to read
  • When I finally got around to seeing Spectre, the new James Bond film, I came away thinking, "There’s a lot we can learn from that…
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Customer Lifetime Value: The End Goal Guiding Your Digital Transformation

  • Mike Runda
  • September 29, 2015 | Estimated reading time: 4 minutes to read
  • What percent of companies consider customer lifetime value (CLV) as a measure of business performance? A. < 40% B. 41% - 60% C. 61% -…