Consumer expectations have been shifting steadily for decades. In the age of Amazon, Netflix and Uber, personalized, on-demand experiences have become the norm. By the end of the 2010s, we were...
The past few years have ushered in rapid shifts in the world of customer experience. The pandemic brought sweeping changes to the way businesses interact with their customers and altered consumer...
As we’re looking back at the highlights of 2021, some of our favorite moments happened at the Xchange Virtual Summit in October. There was so much to learn, and valuable insights were shared by industry leaders. We heard from a wide array of customers and partners...
The days of physical, centralized contact centers are quickly passing away. As more enterprises embrace the need for full-scale digital transformation, the cloud is becoming the center of business operations.
The world changed quickly for many businesses in 2020. In company after company, it felt like a decade of organizational change happened in just a few months. Those titanic shifts were heaviest in one particular area: digital transformation (DX).
What seemed like...
As IT departments globally prepare to deliver peak assurance programs to senior management and businesses, it’s a good time to consider what we have to expect ahead. Forbes published an article to advise that around $75 billion is lost every year on poor customer...
Technology has opened doors for businesses that we would never have dreamed possible a few decades ago. The post-COVID world looks to be increasingly cloud-based. Companies are more driven by data insights than ever. And the ability to monitor and refine the...
The principles that drive success are universal. Whether you strive for greatness as an athlete or in your business, it takes discipline, determination, and a certain amount of fearlessness to achieve your goals.Boxing legend Sugar Ray Leonard knows something...
When we talk about busy times of the year in the contact center, you might immediately think of Black Friday and the holiday selling season. But outside of the retail world, just about every other industry has its own version of “crunch time” – periods of high...
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