15 Articles Tagged customer journey

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…
Customer Journey Analytics vs. Traditional Analytics—Know the Difference | Avaya Blog

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.…
CX Experts Agree Customer Journey Maps Help Build Relationships | Avaya Blog

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…
Winning the CX with Apps, Integrated Data Views, Custom Agent Desktops | Avaya Blog

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…
Customers Explain Why Chatbots Matter for Contact Centers | Avaya Blog

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…
Call it what you will: Multi-channel, Omnichannel—It isn’t about the Contact Center! | Avaya Blog

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…
Get out of the Queue: Drive Your CX with Attribute Matching | Avaya Blog

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…
Avaya Predictions for 2017 Services Trends: Top Focus is on Smart Customer-Centric Engagement

Avaya Predictions for 2017 Services Trends: Top Focus is on Smart Customer-Centric Engagement

  • Sandra Thomson
  • January 12, 2017 | Estimated reading time: 3 minutes to read
  • Recently, we asked six Avaya services experts to help us reflect on the past year and to peer ahead into 2017. Our panel: Richard English,…
Multi-touch matters more than multi-channel and omnichannel solutions. Avaya Oceana is the answer.

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…
Leverage Big Data to Fine Tune Customer Experiences with Avaya Oceana and Oceanalytics

Leveraging Big Data to Fine Tune Customer Experiences

  • Laura Bassett
  • December 6, 2016 | Estimated reading time: 6 minutes to read
  • Whether you realize it or not, big data is at the heart of practically everything we do today. Billboard companies, for example, are now leveraging…
Digital transformation: A mindset and a journey, not just technology

Digital transformation: A mindset and a journey, not just technology

  • Laura Bassett
  • June 27, 2016 | Estimated reading time: 2 minutes to read
  • My sister-in-law recently took on a new role managing a team of 16 contact center agents. The other day, she said she doesn’t understand why…
Brand-loyal to a fault: Brainwashing or persistently positive customer experience?

Brand-loyal to a fault: Brainwashing or persistently positive customer experience?

  • Laura Bassett
  • June 13, 2016 | Estimated reading time: 3 minutes to read
  • I was on a call the other day when my husband, a once avid runner looking to get started again, texted me a picture from…

3 Ways to Solve Your Customers' Problem the First Time

  • Laura Bassett
  • January 28, 2014 | Estimated reading time: 2 minutes to read
  • I'm often asked how to deal with problem customers--customers who call back over and over with the same issue or with related issues. A clue…

Digging Deeper Into Customer Experience Management

  • Laura Bassett
  • April 8, 2013 | Estimated reading time: 5 minutes to read
  • Today you'll be hearing from a guest blogger who I had the pleasure of introducing a few months ago. John Quaglietta has extensive hands-on learning…

How Does This Thing Work, Anyhow?

  • Laura Bassett
  • January 31, 2013 | Estimated reading time: 4 minutes to read
  • ALL ABOARD! Proactive on-boarding to Ensure a Comfortable Customer Journey. Today our guest blogger, John Quaglietta, will be expanding on his thoughts from his last…