84 Articles Tagged Customer Experience

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Trust: The Fuel Driving Digital Transformation

  • Paul Wakefield
  • May 26, 2017 | Estimated reading time: 3 minutes to read
  • Though they are heading in a similar direction, all of the CIOs I work with are on their own individual roads to transform digitally whilst…
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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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Let’s Talk about the Modern Business Ecosystem: Why We Need to Open Up

  • Jean Turgeon
  • May 22, 2017 | Estimated reading time: 5 minutes to read
  • Forty years ago, technology vendors had it all figured out. They would differentiate themselves by continually bringing new proprietary solutions to market—a recipe for success…
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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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#CX: The Overlooked Necessity that Cost United Airlines Everything

  • Morag Lucey
  • May 3, 2017 | Estimated reading time: 5 minutes to read
  • On the whole, we’re making great progress in terms of the customer experience (CX). Research unanimously shows deep organizational appreciation of the CX as a…
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A Secret Weapon: See the Full Potential of AI for Your Next-Gen CX

  • Jean Turgeon
  • May 2, 2017 | Estimated reading time: 5 minutes to read
  • If I were to ask how often you engage with a form of artificial intelligence (AI), what would you say? Now, what if I told…
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Wrangling the IoT: The Next-Gen Architecture We’ve All Been Waiting For

  • Jean Turgeon
  • April 18, 2017 | Estimated reading time: 6 minutes to read
  • Technologies like AI, the IoT, virtual reality and data analytics are no longer enterprise luxuries, but means of survival in an era of rapid digital…
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The 2020 Network Is Here: Stop Visualizing and Start Deploying

  • Jean Turgeon
  • April 11, 2017 | Estimated reading time: 5 minutes to read
  • At this point, it’s safe to say you’ve heard of digital transformation and the radical changes it’s driving within the enterprise as we approach the…
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Join us for the Transformational Journey: Avaya Evolutions is Now #AvayaENGAGE

  • Galib Karim
  • April 6, 2017 | Estimated reading time: 2 minutes to read
  • For over 11 years Avaya Evolutions Mexico has been the milestone event for Mexico’s technology market, with over 3,000 visitors in each edition. This year…
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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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Why Multi-Touch Matters more than Multi-Channel

  • Laura Bassett
  • January 3, 2017 | Estimated reading time: 6 minutes to read
  • When it comes to customer service, it seems that change is the only constant. I know you’ve heard it all before; how single channel service…