Month: October 2022
Employee Experience for the New Era
Designing a world-class EX program that attracts and retains talent Employee expectations have changed. The mandate is clear for organizations: culture and employee experience have…
EX and Great Tech: Complementary Pillars of the Customer Experience
How employee experience and contact center technology drive better CX outcomes In the current business market, organizations often struggle to deliver great, consistent customer experiences…
State of the Customer Experience
You get a unique vantage point on customer experience (CX) when you orchestrate over 12 billion customer journey interactions and support over 710 million wireless…
Unleash All Your Business Potential in the Digital Economy
The application of technologies such as cloud, artificial intelligence (AI)/analytics, mobile, and augmented reality/virtual reality (AR/VR) are fundamentally changing the way problems are solved and…
How to Improve Nurse Documentation Burnout and Increase Retention
CHI Health Good Samaritan hospital in Kearney, Nebraska, had no choice but to close its transitional-care unit in the summer of 2017 because of a…
AI for the Contact Center
While the phrase “AI for the contact center” has now become very familiar, it can mean many things, and without careful consideration, AI’s business value…
6 Personalization Trends You Need to Know
How personalization can help create more engaging digital experiences Personalization works and there is a lot of interest in it from digital businesses. So what…
Chatbot Starter’s Guide
Sci-fi in the 1960s dreamed up future technology that could make our lives better. To aid parents in housework and babysitting, “The Jetsons” brought forward…
7 Steps to Reduce Contact Center Call Abandon Rates
Why are Contact Center Abandon Rates Important? Delivering a successful Customer Experience (CX) is becoming more of a challenge as customer expectations grow, while their…
Beyond the Metaverse: CX Predictions for 2023
A customer experience revolution is underway Hype surrounding the metaverse skyrocketed in 2021, prompted in part by Facebook rebranding as “Meta.” But 18 months on,…
