Blog: Digital Transformation
Recent Posts
The novel COVID-19 virus has exposed the fragility of everyday life, as well as the systems that run it. As the pandemic effectively puts a hold on many industries like travel, retail, and...
Forward-thinking business leaders understand that exceptional CX is about continuously seeking better ways to use technology, data, and operations. Well, today, a question for many consumers is, ...
With technology changing and cybercriminals becoming savvier, preventing fraud-related issues is a continuous process for brands—one that demands a mix of human intervention and technology tools....
Does your business need a call center or a contact center? Although these terms are often used interchangeably, there are key differences between these common business communication models....
Today’s customers are fast. The rise of messaging apps and smart phones have enabled them to reach whomever they want, wherever they want, whenever they want. That’s why your contact...
Raise your hand if this describes your firm: Everyone wants to be innovative, but not everyone wants to change. Consider automation. Employees understand the benefits of automation and bots but...
Multichannel, omnichannel, single channel – companies have struggled to align customer expectations with CX delivery across the business in the channels customers prefer. It’s a challenge that has...
In the 90’s, I worked a number of contact center process improvement projects using Six Sigma. As with many Six Sigma projects, the idea was to come up with a predictive equation for a...
On Nov. 12th Disney Plus entered the streaming world and effectively started the Streaming Wars. Amassing 10 million users on day one and possibly matching Netflix’s 60 million in the future,...
IoT (Internet of Things) devices, products that are connected to multiple channels (think Google Home or any smart home device), are redefining how consumers interact with technology, just look at...