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The software economy has reached its greatest inflection point since the dawn of the Internet. Enterprise software now operates across dynamic cloud environments, with release cycles accelerating to weekly or even daily in a continuous delivery model. Software providers have evolved into platform ecosystems, seamlessly integrating applications and data while unlocking new opportunities through...
Read MoreTopics: Orchestration, AI & Technologies
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...
Read MoreTopics: Customer Experience, Contact Center, NPS, Personalization, Customer Experience Management, Orchestration, Customers and CX - Business & Technologies, Conversational Intelligence, Customer Journey, Loyalty, CSAT
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...
Read MoreTopics: Customer Experience, Contact Center, Orchestration, Customer Journey
