Articles in Customer Engagement

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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…
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11 Ways Avaya Technology can Improve Veterans’ Healthcare

  • Jerry Dotson
  • May 18, 2017 | Estimated reading time: 4 minutes to read
  • Studies continue to show that veterans’ healthcare needs are increasingly complex. The total number of veterans relying on Department of Veteran’s Affairs (VA) health care…
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3 Key Steps to Starting Your Company-wide Digital Transformation

  • Laura Bassett
  • May 16, 2017 | Estimated reading time: 2 minutes to read
  • Stats show that 80% of companies identify “digital transformation” as their top strategic priority—but only 5% feel they’ve mastered it. Why the gap? Achieving a…
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When it Comes to Your Customer Experience: Ditch Legacy, Go Digital!

  • Laura Bassett
  • May 9, 2017 | Estimated reading time: 3 minutes to read
  • The future of business, indeed the future of customer experience, is life as we know it—here and NOW. Organizational success right now, however, depends on…
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Check out the Cool Avaya Omnichannel Contact Center Demos at ICMI

  • Bernard Gutnick
  • April 27, 2017 | Estimated reading time: 3 minutes to read
  • Sometimes you travel to Orlando to really fun destinations. But this May 22-25, when you arrive in Orlando for the 2017 ICMI Contact Center Expo…
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Customer Journey Analytics vs. Traditional Analytics—Know the Difference

  • Laura Bassett
  • April 24, 2017 | Estimated reading time: 5 minutes to read
  • It’s expected that 60% of all large organizations will develop customer journey mapping capabilities by 2018. Why? Because the average consumer isn’t so average anymore.…
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CX Experts Agree Customer Journey Maps Help Build Relationships

  • Bernard Gutnick
  • April 3, 2017 | Estimated reading time: 5 minutes to read
  • I recently attended the 2017 MoNage conference, which focused on the Age of Messaging over the Net—a phrase coined by the founder Jeff Pulver. Jeff…
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Winning the CX with Apps, Integrated Data Views, Custom Agent Desktops

  • Laura Bassett
  • April 3, 2017 | Estimated reading time: 5 minutes to read
  • An estimated $6 trillion in global revenue is up for grabs due to dissatisfied customers constantly switching providers, seeking a better customer experience—CX. From finance…
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Customers Explain Why Chatbots Matter for Contact Centers

  • Bernard Gutnick
  • March 28, 2017 | Estimated reading time: 5 minutes to read
  • I recently attended Jeff Pulver’s 2017 MoNage conference to get the latest views on chatbot usage and expectations for serving customers. Jeff Pulver created the…
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Call it what you will: Multi-channel, Omnichannel—It isn’t about the Contact Center!

  • Karen Hardy
  • March 24, 2017 | Estimated reading time: 4 minutes to read
  • At this point, we know that most companies are competing exclusively on the customer experience (83%, according to Dimension Data). McKinsey Insights shows that effective…
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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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Hospitality Leaders: Don’t Put Front Office Innovation on the Back Burner

  • Robert K. Mitton
  • March 13, 2017 | Estimated reading time: 4 minutes to read
  • The statistics make it clear: consumers’ expectations for services are climbing year over year. Almost two-thirds have stopped doing business with a brand due to…
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As Avaya Stadium Turns Three, Avaya Kicks Up its Fantastic Fan Experience

  • Andy Steen
  • March 2, 2017 | Estimated reading time: 4 minutes to read
  • I’ve always liked things in threes. Three stooges, Charlie’s Angels, the rule of three (suggests that when things come in threes, they are inherently funnier,…
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Five Ways Hotels Can Build a Successful Digital Strategy for Improving Guest Experience

  • Robert K. Mitton
  • February 7, 2017 | Estimated reading time: 5 minutes to read
  • If research has shown us anything, it’s that companies across virtually every sector are realigning around digitization. So much so that 80% of companies identify…
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My Thank You Note for the Best Christmas Gift of All

  • Mike Runda
  • January 9, 2017 | Estimated reading time: 3 minutes to read
  • Every Christmas is special. But this Christmas was even more special, thanks to my experience with children young and old who eagerly awaited the arrival…