Blog: Digital Transformation

In spite of recent political turmoil, the video app TikTok is experiencing a meteoric rise in the U.S. TikTok has about 100 million monthly active U.S. users, up 800% from January 2018 (it has 850...

It’s time to admit that we’ve made a Frankenstein ‘Monster’ in the cloud customer experience space. Contact center leaders began their cloud journey by shifting over a few...

Over the past 10 years we've seen this buzzword called “omnichannel” come into play. This has left organizations with a channel-first strategy that ironically led to less access and...

At the start of 2020, many CEOs had modest to high growth goals for their organizations. And then the COVID-19 pandemic struck. How have CEOs’ goals and priorities shifted in today’s...

Digital transformation is more than technology. It’s the people, leadership, and experiences that drive innovation and amazing experiences in an organization. These factors act as the...

The BPO market has changed. COVID-19 forced the industry to prioritize technology for continuity and to enhance customer and employee experiences that have shifted home. Now is the time to pivot...

The days of colossal IT projects are over. Long live nimble, accelerated digital initiatives. A quick skim among the tech press shows what on the surface looks to be troubling news - spending on ...

Cybercriminals, hackers, and fraudsters are, if nothing else, adaptive. In a new study, the 2020 Verizon Data Breach Investigations Report, researchers identified the patterns and trends behind...

Contact tracing is a critical component to containing and flattening the curve of COVID-19. Tracking those who are infected and who may be exposed helps agencies stay ahead of potential hot spots...

Countless mentions of “digital transformation” gets us no closer to a clear understanding of what it is and its impact across an organization. Even more frightening, it seems that ...