Posts by Laura Bassett

Using AI in Contact Centers to Create Better Customer Engagement

Using AI in Contact Centers to Create Better Customer Engagement

  • Laura Bassett
  • February 13, 2018 | Estimated reading time: 5 minutes to read
  • I’ve been through quite a few technology trends in my career, and to say Artificial Intelligence (AI) is one of the hottest may be an…
A Closer Look at MiFID II Recording Requirements

A Closer Look at MiFID II Recording Requirements

  • Laura Bassett
  • January 26, 2018 | Estimated reading time: 4 minutes to read
  • The Markets in Financial Instruments Directive II (MiFID II)—arguably the greatest reform to hit Europe’s financial industry—is finally in effect as of January 3, 2018.…
10 Key CX Predictions for Success in 2018 - Avaya Blog

10 Key CX Predictions for Success in 2018

  • Laura Bassett
  • January 16, 2018 | Estimated reading time: 9 minutes to read
  • New year. New goals. New CX Predictions. 40% of executives recently polled by Avaya rate their company’s customer experience as “poor” or “average,” and 93%…
Five Steps to Creating a Competitive Customer Experience – Avaya Blog

Five Steps to Creating a Competitive Customer Experience

  • Laura Bassett
  • December 20, 2017 | Estimated reading time: 4 minutes to read
  • Each customer relationship starts with a single interaction and lasts the entire customer journey. Each interaction is critical and contributes to the overall lifetime customer…
Customer Experience Starts Here – Avaya Connected Blog

Customer Experience Starts Here

  • Laura Bassett
  • December 13, 2017 | Estimated reading time: 2 minutes to read
  • At this point, you know customer experience is the competitive battleground in today’s smart, digital world. When done right, customer engagement can increase revenue and…
Balancing High Tech and High Touch to Maximize Customer Experience - Avaya

Balancing High Tech and High Touch to Maximize Customer Experience

  • Laura Bassett
  • December 6, 2017 | Estimated reading time: 2 minutes to read
  • What does every industry have in common? The critical need to balance high tech and high touch to deliver extraordinary customer experience. Consider hospitality: 70%…
What is Customer Experience? - Avaya Connected Blog

What is Customer Experience?

  • Laura Bassett
  • November 15, 2017 | Estimated reading time: 2 minutes to read
  • Customer experience is now the single greatest driver of organizational growth, competitiveness and revenue … but what exactly is it? Customer experience is the sum…
The Bank Branch Digital Transformation Trifecta

The Bank Branch Digital Transformation Trifecta

  • Laura Bassett
  • November 8, 2017 | Estimated reading time: 4 minutes to read
  • The financial services industry ranks as one of the top markets to experience massive digital disruption in the coming years. So, how will the bank…
Bank Branch Innovation Like Never Before: 5 Brands Redefining Tradition

Bank Branch Innovation Like Never Before: 5 Brands Redefining Tradition

  • Laura Bassett
  • October 25, 2017 | Estimated reading time: 5 minutes to read
  • Sources like CNBC and The Telegraph predict that the retail bank branch will die within the next decade. Research, however, suggests this will fail to…
5 Ways to Become an Omnichannel Customer Experience Pro

5 Ways to Become an Omnichannel Customer Experience Pro

  • Laura Bassett
  • September 7, 2017 | Estimated reading time: 4 minutes to read
  • Consider how much has changed over the last decade in terms of technology and the customer experience (CX). About 10 years ago, the first iPhone…
In Digital Transformation, Initial Business Discovery is Key | Avaya Blog

In Digital Transformation, Initial Business Discovery is Key

  • Laura Bassett
  • August 2, 2017 | Estimated reading time: 3 minutes to read
  • We’ve all heard the saying: “If a tree falls in a forest and no one is around to hear it, does it make a sound?"…
AI and VR for the Financial Services Customer Experience | Avaya Blog

AI and VR for the Financial Services Customer Experience

  • Laura Bassett
  • July 27, 2017 | Estimated reading time: 3 minutes to read
  • It’s the digital customer’s world—banks just live in it. 20% of bank customers are now digital-only users 73% admit they’d be more excited about a…
Bots and Biometrics for Financial Services: Putting the “B” in Banking | Avaya Blog

Bots and Biometrics for Financial Services: Putting the “B” in Banking

  • Laura Bassett
  • July 13, 2017 | Estimated reading time: 3 minutes to read
  • Today, nearly every financial process has been digitally redefined. 94% of customers now use their smartphones to check account balances and recent transactions Over 60%…
Digitizing Financial Services: Five Ways to Start, One Way to Succeed | Avaya Blog

Digitizing Financial Services: Five Ways to Start, One Way to Succeed

  • Laura Bassett
  • June 28, 2017 | Estimated reading time: 3 minutes to read
  • It’s easy to see why the onus is on financial service providers (FSPs) to be actively digitizing financial services. Accenture reports that 46% of FSP…
Avaya Makes Innovation Easy at Call Center Week 2017 | Avaya Blog

Avaya Makes Innovation Easy at Call Center Week 2017

  • Laura Bassett
  • June 26, 2017 | Estimated reading time: 3 minutes to read
  • Innovation: perhaps no other word has been so stressed over the last decade as the pressure mounts for brands to evolve, adapt and grow. It’s…
3 CX Stats That May Change How You Think About Digital Transformation | Avaya Blog

3 CX Stats That May Change How You Think About Digital Transformation

  • Laura Bassett
  • May 23, 2017 | Estimated reading time: 2 minutes to read
  • Technologies like Artificial Intelligence, automation, big data, and the Internet of Things have made digital transformation an absolute necessity for organizations. With people, processes, services…