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Automation and AI are Making Contact Centers More Human

Contact centers are undergoing a digital transformation that reimagines customer engagement—but don’t count humans out. At ICMI Contact Center Connections, industry experts laid out the...

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4 Ways to Define Your 5G Customer Experience (Before a Competitor Does It for You)

The next generation of cellular networks—also known as 5G—is set to greatly enhance the speed, connections, and responsiveness of wireless devices. So, what does that mean for the...

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What Business Leaders Need to Know About the Evolution of Messaging and Chat

Consumers today live on their mobile devices. They are spending more time on messaging apps like Facebook Messenger, Snapchat, WhatsApp, and others. Naturally, companies want to be part of these...

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It Takes a Village to Build a Data-Driven Organization

The benefits of being a data-driven organization read like a business leader’s wish list: Predictive customer engagement, more efficient operations, and better-informed business decisions....

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Robotic Process Automation Unlocks Human Interactions

Employers can’t afford to be complacent when it comes to retaining great employees. However, certain jobs, especially routine-based jobs with few growth opportunities, have notoriously high...

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Check Your Priorities—Are You Really Putting the Customer First?

Business leaders have long wish lists for improving the customer experience, but competing priorities pose significant hurdles to transforming the experience, according to new research. Meanwhile,...

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How to Tell If Your B2B Website Is Customer-Centric

Marketers, if your B2B website was on a “first date,” would it get a second one? For many websites, the answer is probably “no,” according to recent research by Forrester....

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Contact Center Leaders: Look Back to Look Forward

Customer Contact Week -- a conference focused on customer experience and customer care technology and trends -- recently celebrated its 20th anniversary in Las Vegas. So, how has the customer...

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CX Experts Share Chatbot Mistakes (and Remedies)

The belief that chatbots can serve customers faster and more cost effectively than humans has fueled immense interest from businesses of all sizes. However, many companies are taking the wrong...

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Forrester CX NYC 2019: How to Break Through Stagnant Customer Experiences

At Forrester’s CX NYC 2019 conference, the message was clear: customer experience has a hit a wall. The failure to understand what customers really want and deliver value has led to...

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