Articles in CX and Contact Center

The Power of AI to Drive Change

  • Chris McGugan
  • April 19, 2019 | Estimated reading time: 5 minutes to read
  • AI presents a huge opportunity, possibly bigger than digital transformation itself. The World Economic Forum predicts that digital transformation will provide economic value to business…

Roadmap to Achieve AI Benefits for Customer Experience

  • Guest Contributors
  • April 15, 2019 | Estimated reading time: 3 minutes to read
  • This blog is authored by Robin Gareiss, President and Founder, of Nemertes Research. Ms. Gareiss leads Nemertes Digital Transformation research. She also is a widely…

Two Ways to Modernize your IVR to Meet Today’s Customer Expectations

  • Jon Alperin
  • April 12, 2019 | Estimated reading time: 3 minutes to read
  • We live in an age of voice-enabled everything. If consumers can dim the lights, check the weather, and change the TV channel just by speaking,…
Artificial Intelligence: Ready for Primetime in the Contact Center

Artificial Intelligence: Ready for Primetime in the Contact Center

  • Guest Contributors
  • April 10, 2019 | Estimated reading time: 3 minutes to read
  • This blog is authored by Robin Gareiss, President and Founder, of Nemertes Research. Ms. Gareiss leads Nemertes Digital Transformation research. She also is a widely…

Trends, Business, and the Future of Sports

  • Andy Steen
  • April 9, 2019 | Estimated reading time: 5 minutes to read
  • Sports marketing, sponsorship, fan engagement, player tech, these are all things that have come on heavy in recent years. Previously, sports were simply about the…
Self-Service Experiences Matter Too

Self-Service Experiences Matter Too

  • Mark Vogel
  • April 1, 2019 | Estimated reading time: 3 minutes to read
  • There are times when a customer needs to dial into your contact center to ask a question or request assistance. But first they must bypass…

What Does 2019 Have in Store for Social Media and CX?

  • Guest Contributors
  • March 19, 2019 | Estimated reading time: 2 minutes to read
  • This blog is authored by Phil Baumann & Hristiyana Ivanova at C3i Solutions. Phil Baumann is the Director, Digital Strategy and Operations at C3i Solutions.…
Avaya Workspaces: Giving a Better Customer Experience Builds Brand Value

Avaya Workspaces: Giving a Better Customer Experience Builds Brand Value

  • Mike Butts
  • March 17, 2019 | Estimated reading time: 3 minutes to read
  • Your prospective customers do copious research on your company before they contact you. Just like most of us check out a new restaurant online (look…

Crafting Successful DCX Strategy Requires These Steps

  • Guest Contributors
  • March 11, 2019 | Estimated reading time: 3 minutes to read
  • This blog is authored by Robin Gareiss, President and Founder, of Nemertes Research. Ms. Gareiss leads Nemertes Digital Transformation research. She also is a widely…

Mobility and Identity as a Service Can Transform Customer Experience

  • David Chavez
  • February 25, 2019 | Estimated reading time: 3 minutes to read
  • As a recent Avaya blog highlighted, research indicates that 81% of US online adults use smartphones daily or more often, 57% are extremely heavy users of…

Optimize Outbound Customer Care and Agent Productivity

  • Jon Alperin
  • February 18, 2019 | Estimated reading time: 3 minutes to read
  • As a consumer, we’ve probably all had the experience of listening to a voice message only to realize that the automated system didn’t catch it…
How to Design Interactions that Produce Elated Customers

How to Design Interactions that Produce Elated Customers

  • Guest Contributors
  • February 13, 2019 | Estimated reading time: 3 minutes to read
  • This blog is authored by Robin Gareiss, President and Founder, of Nemertes Research. Ms. Gareiss leads Nemertes Digital Transformation research. She also is a widely…
Avaya IX Workforce Engagement

Avaya IX Workforce Engagement – Transforming Employee Productivity and Customer Experience

  • Mike Butts
  • January 29, 2019 | Estimated reading time: 4 minutes to read
  • For most contact centers, the agent workforce is one of the biggest expense lines on the budget. In fact, the agent talent pool can account…
The focus on customers is more intense than ever—and for good reason.

Are You Obsessed With Digital Customer Experience? Here’s Why You Should Be

  • Guest Contributors
  • January 14, 2019 | Estimated reading time: 2 minutes to read
  • This blog is authored by Robin Gareiss, President and Founder, of Nemertes Research. Ms. Gareiss leads Nemertes Digital Transformation research. She also is a widely…
Where in the world is Santa

Where in the World Is Santa?

  • Jerry Dotson
  • December 18, 2018 | Estimated reading time: 3 minutes to read
  • ‘Twas the night before Christmas, the contact center was quiet, Not an agent was stirring, not even a pilot. The vacation requests were logged by…