ISG Software Research Analyst Perspectives

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for Topic: Orchestration
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The Tricky Relationship Between Personalization and Customer Loyalty

Posted by Keith Dawson on 30 July 2025

There is an industry assumption, call it a consensus, that increasing the degree of personalization in customer interactions is beneficial: it improves loyalty, lifetime value, CSAT and other key metrics. Core to this assumption is that it benefits both the customer and the business. Whether or not that’s actually true is somewhat beside the point. The fact is that the industry has identified a...

Topics: Customer Experience, Contact Center, NPS, Personalization, Customer Experience Management, Orchestration, Customers and CX - Business & Technologies, Conversational Intelligence, Customer Journey, Loyalty, CSAT

NICE Orchestrates AI and Automation for Customer Journeys

Posted by Keith Dawson on 22 April 2025

One way to think about the change in service and support in the current dynamic technological environment is to see it as a transition from managing interactions as they happen to managing the overall customer journey. It’s a lot harder to optimize a journey than an interaction. More people are involved, with different systems, key performance indicators and data sources, to cite just a few...

Topics: Customer Experience, Contact Center, Orchestration, Customer Journey