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Blog: Digital Transformation

Recent Posts

3 Tech Races that are Shaping the Customer Experience

In the ongoing race to surpass customer expectations, there are market leaders and laggards. The leaders dominate their competitors in mindshare, number of applications, and perceived value, among...

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The Missing Piece in AI Programs: Emotion

In the realm of big data analytics, there is an urgent demand for systems to evolve its artificial intelligence (AI) with emotional intelligence. Understanding customer’s emotions is key. The...

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Turn the GDPR into a Carrot—Not a Stick

In a few months, the EU General Data Protection Regulation (GDPR) will come into force, overhauling how organizations around the globe handle personal information. When this happens, businesses...

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Text Mining for Data Gold in the Contact Center: A Client Story

Despite a growth in digital and self-service customer service channels, customers still use the standard, live-support channels—73 percent use the phone, 68 percent use email, and 58 percent...

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Are We Headed for Another Internet Bubble?

Subscription-based companies are becoming a mighty force in the business world. Powerhouses like Blue Apron, Dollar Shave Club, and Loot Crate deliver sleek, modern products via daily deliveries or...

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Digital Transformation: So Close Yet So Far

We exist in a time where technology is thrusting the contact centers forward in ways that have never before been accomplished. From independent chatbots to biometric analytics that can read your...

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Start the Marketing Reality Check

The marketing landscape has been changing at a remarkable pace. In 2011 there were just 150 marketing technology vendors. Fast forward to today and now there are more than 5,000.As this overflow of...

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What Does a Connected Customer Experience Look Like?

The world is becoming more connected every day. In fact, more than 20 billion things – from mobile phones to household appliances, cars to medical devices – will be internet-connected...

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Land Ho! The Ins and Outs of Nearshoring Explained

Offshoring operations to other countries has long been considered a solution to rising labor costs and an opportunity to free up internal resources. But before moving business processes to a...

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From the Road: Wayfair Raises the Bar on Personalized Customer Service

To be a customer service associate at Wayfair, the online furniture retailer, candidates must successfully play Escape the Room—an interactive game in which players are locked inside a room...

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