Recent Articles

Avaya CPaaS: A Communications Platform for Today and Tomorrow

Avaya CPaaS: A Communications Platform for Today and Tomorrow

  • Andrew Prokop
  • September 20, 2018 | Estimated reading time: 6 minutes to read
  • I’ve looked at clouds from both sides now… —Joni Mitchell It wasn’t that long ago that ownership was everything. I bought CDs for music and…
Why Artificial Intelligence Now—and Why in Customer Care?

Why Artificial Intelligence Now—and Why in Customer Care?

  • Guest Contributors
  • September 19, 2018 | Estimated reading time: 3 minutes to read
  • Sheila McGee-Smith is a leading communications industry analyst and strategic consultant with a proven track record in new product development, competitive assessment, market research, and…
Customer Grievances Beyond the Grave: Why Experiences Matter

Customer Grievances Beyond the Grave: Why Experiences Matter

  • Chris McGugan
  • September 18, 2018 | Estimated reading time: 4 minutes to read
  • I recently chipped away at the issue of companies poorly incorporating voice of the customer (VoC) insights into the experiences they deliver (according to Gartner,…
Purpose-Driven Marketing: A Social Conscious Does a Company Good

Purpose-Driven Marketing: A Social Conscious Does a Company Good

  • Becky Carr
  • September 17, 2018 | Estimated reading time: 5 minutes to read
  • My children are millennials and the way they are growing up is much different from the way I did. Take for example the amount of…
Avaya at GITEX—Giving Businesses a Decisive Edge in the Digital Economy

Avaya at GITEX—Giving Businesses a Decisive Edge in the Digital Economy

  • Nidal Abou-Ltaif
  • September 10, 2018 | Estimated reading time: 2 minutes to read
  • October is coming, and with it―the 38th GITEX Technology Week. Imagine: in 1981, its first year, the fastest modes of communication between companies were the…
Use VoC—Voice of the Customer—Insights to Blow Your Customers’ Minds

Proactively Use VoC Insights to Blow Your Customers’ Minds

  • Chris McGugan
  • September 6, 2018 | Estimated reading time: 5 minutes to read
  • They say that by 2020, customer experience (CX) will overtake price and product as the No. 1 brand differentiator. I say it already has. Every…