Recent Articles

Five factors to simplify customer experience

  • Giselle Bou Ghanem
  • July 22, 2019 | Estimated reading time: 5 minutes to read
  • The Fourth Industrial Revolution has transformed customers into fickle buyers. Extensive digitization has indeed changed the way we live, work and play, and there are…

Digital Mixology – Chapter III – Secure Solutions with Blockchain

  • Steve Forcum
  • July 18, 2019 | Estimated reading time: 6 minutes to read
  • You’ve learned about the incredible powers that Artificial Intelligence and the Internet of Things can bring to digital transformation. As we continue our Digital Mixology…
The Journey to Cloud Transformation

The Journey to Cloud Transformation

  • Derek Banks
  • July 17, 2019 | Estimated reading time: 2 minutes to read
  • As your customer base and your employees become more and more digitally savvy, they’re looking for more options for engaging with your company. And you…
Using AI to Reduce Agent Effort and Increase Service Personalization in Your Contact Center

Using AI to Reduce Agent Effort and Increase Service Personalization in Your Contact Center

  • David Chavez
  • July 15, 2019 | Estimated reading time: 5 minutes to read
  • Agent efficiency and service personalization go hand-in-hand. After all, an organization can’t successfully connect with customers if it doesn’t assist those responsible for making the…

Innovation Is a Matter of Mindset

  • Michael Rembold
  • July 11, 2019 | Estimated reading time: 4 minutes to read
  • Our industry, customers and company are undergoing perhaps the biggest challenge and transformation we have seen in our lifetime. Companies and governments around the world…

The Brave New World of Open Ecosystems: How Every Business Can Benefit

  • Eric Rossman
  • July 10, 2019 | Estimated reading time: 3 minutes to read
  • In February 2011, then Nokia CEO Stephen Elop wrote a candid and direct letter to the company’s 130K employees. In what has become known in…