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In Analytics, Contact Centre Data May be Left Out—Martech Can Help

Anthony Brown
June 21, 2018 | Estimated reading time: 2 minutes to read

Responsibility for Customer Experience (CX) is spreading throughout organisations. Managing and understanding customers is no longer confined to frontline sales and contact centre staff. It…

Executive Thought Leadership

Stop Thinking of Problems! Instead Think Experiences & Outcomes

Savio Tovar Dias
June 20, 2018 | Estimated reading time: 3 minutes to read

Albert Einstein said, “We cannot solve our problems with the same thinking we used when we created them.” Today, with the pace of change, true…

Digital Transformation

Employee Experience—Cornerstone of a Successful Digital Transformation

Becky Carr
June 19, 2018 | Estimated reading time: 5 minutes to read

“Employee experience” is a catch-phrase in business that we don’t hear or talk about enough. Ask any business executive, though, and they’ll tell you the…

Three Ways to Get More From a Workforce Optimization Platform - Avaya

CX and Contact Center

Three Ways to Get More Value from Your Workforce Optimization Platform

Mike Butts
June 18, 2018 | Estimated reading time: 4 minutes to read

It used to be that a brand consisted of a logo and a visual or verbal impression. Today, there are many factors making up—and impacting—your…

Digital Transformation

The 2018 State of Digital Transformation: Insight into Getting It Right

Karen Hardy
June 15, 2018 | Estimated reading time: 3 minutes to read

At this point, business leaders clearly understand the need for digital transformation; they’ve defined top drivers for their initiatives, as well as desired outcomes. Yet…