Why is customer journey orchestration increasingly becoming popular? You’ve probably been hearing the term “customer journey orchestration” more and more in recent times. What does it mean? Why is it important? And how can you use it to adapt
Read MoreLast year, the CX industry made a strategic pivot to cloud-based, omnichannel solutions due to the pandemic. Now, the CX industry is rapidly transforming to the point where: – Omnichannel customer engagement is becoming more important – CCaaS is
Read MoreEvery contact center wants to maximize CX ROI, but isn't always able to hit the mark. This is because the key to maximizing CX ROI is improving customer retention through higher quality CX services. To provide a high-quality CX
Read MoreFor several years, contact centers have operated under a specific business and technical model. Their predominant function was to support customers with conventional customer service software that answered calls, logged complaints, and addressed issues. In recent years, however, we’ve
Read MoreA study has revealed the top drivers of customer satisfaction: speed, agility, and trust. The study that assessed the customer satisfaction scores (SAT) of insurance customers and factors that decided customer satisfaction, was conducted by Verint and surveyed 25
Read MoreContact centers are making strategic investments to deliver a more empathic experience to customers. In August, Genesys, a renowned CX provider in the industry, announced the release of new automation technologies to their platform. The technology was directed towards
Read MoreAI is going to play a crucial role in contact centers and will be integral in technical operations and customer service. The growth of AI in CX management and customer service Cortical announced the release of Contract Intelligence 4.5,
Read MoreIt's easy to think of UX and CX as the same for the terms tend to be used interchangeably. Both terms are linked to the same objective of making sure customers have a positive experience with the brand or
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