Posts by Richard Spence

Transform the Customer Experience with an Intelligent Contact Center

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…

Opportunities Abound in a Digitally Connected Asean

  • Richard Spence
  • May 18, 2016 | Estimated reading time: 4 minutes to read
  • Four months after the Asean Economic Community (AEC) came into being, observers and analysts are watching as integration unfolds. Asean has always been about working…
In the Digital Economy, the Human Touch Still Matters

In the Digital Economy, the Human Touch Still Matters

  • Richard Spence
  • May 10, 2016 | Estimated reading time: 3 minutes to read
  • According to Gartner, by year-end 2018, a customer digital assistant will recognize individuals by face and voice across channels and partners. Gartner predicts that the…