customer experience

The future of customer experience

2018 has been the year of customer experience and satisfaction. While a lot of discussion surrounds technologies such as machine learning and artificial intelligence (AI), under the hood, it’s all about customer experience. Provide a great one, digitally enhanced and frictionless, and you win. Provide a poor experience burdened with a last-century look and feel, […]

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The “worst customer experience ever” and how automation could have saved it

When it comes to automation buzz, people talk a lot about the broad effects, such as time and cost savings. You can quickly hire the right talent, deliver the right customer experience, and so on. There’s also fear (or enthusiasm) about how automation will negatively (or positively) impact jobs and the future of society. People […]

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How to transform customer experiences with cognitive call centers

Customer data and insights can help steer companies to new levels of innovation, engagement and profit. And, most organizations are sitting on a gold mine of customer data. But, it’s how customer data is used that matters. How is your organization collecting and using customer insights? Are you using it to create the most engaging […]

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At the tipping point: Transformation in the contact center

Contact centers are going through some serious changes, which may already be disrupting the status quo. Customer engagement has dramatically altered businesses. Contact centers must now evolve into an “omnichannel” or multi-channel interaction hub. Communications are no longer limited to the traditional voice channel. Customers expect or even demand to engage with businesses seamlessly across […]

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Making the case for customer centricity

We’re talking a lot about customer centricity here at the ECM team. Honestly, it’s kinda hard not to. As your customers are becoming more and more empowered to take matters into their own hands, you need to make sure that your business is set up and ready to provide customers the type of experience that […]

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Cloud assessment: A path to improving customer experience

The value proposition of cloud computing — the delivery model for digital innovation — has evolved from cost reduction and scalability to mobility and cognitive computing. One benefit is a path to improving customer loyalty using cognitive services available through cloud to create personalized promotions and interactive customer support. This thinking has extended the notion […]

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