Experts share their thoughts on creating a successful CCaaS migration project Two experts from the Society of Communications Technology Consultants (SCTC) International share their advice as communications consultants on the best way to turn CCaaS migration into a more
Read MoreFinding and closing the gap during the CX transformation A CX transformation project can help organizations improve service standards, which is critical for increasing revenue or reducing operating costs. Yet, most executives don’t see these expected gains because they
Read MoreThe race to be the top CCaaS provider continues to heat up As leading tech vendors Microsoft, Google, Amazon, Zoom, and Cisco enter the CCaaS market, it's worth examining their strategies to see how they stand out, win over
Read MoreHalf of CX leaders feel they are unprepared for the future As the CX industry embraces human-centered design, they are turning to technology to accomplish this objective. However, despite the expansion in technology, there have been some concerns about
Read MoreThe rise of human-centered design in CX design and deployment As the CX industry moves forward, its engineers are looking for ways to improve customer service by refining the CX journey to better reflect the thoughts, preferences, and ideas
Read MoreDo CX vendors need to reassess their sales strategy? With large organizations realizing the value of the CX, we are seeing business leaders paying more attention to this area and playing a bigger role in selecting CX technology. This
Read MoreCCaaS Provider Launches New Support Platform A prominent CX provider has launched a new optimization solution. The new solution would allow contact centers to visualize real-time customer journeys across multiple channels to support companies in measuring, monitoring, and improving
Read MoreKey trends that will shape CX in the future Perceptions on CX are rapidly changing because what was once seen as a cost is now believed to be an asset that can provide value to an organization. For example,
Read MoreTechnological innovations that could change CX A leading tech company unveiled several new technological developments that could significantly improve CX design, analytics, and collaboration. Some of these developments will optimize existing development processes, while others could change the state
Read MoreC-Level executives are shaping the customer’s journey As organizations begin to realize the importance of CX and its ties to revenue and profit margins, C-level executives are actively shaping the customer’s journey using digital technology. In April 2022, the
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