Customer Experience

The Right Way to Implement AI Chatbot Technology

When built well and implemented correctly, chatbots and other types of AI-based support solutions improve user experience, save money, and free up call center associates for other important work.

The Building Blocks of a Multichannel Communication Strategy

Webinar: Improving CX through Intelligent Automation and Data Unification

On Demand Webinar: Disruptive Innovation In Medicine

In this on demand webinar, Marty Makary, MD, New York Times bestselling author of the book, The Price We Pay, discusses the evolution of the healthcare ecosystem, the future of healthcare, the importa

Helping Government Agencies Meet Spiking Service Demands

Transforming Tolling Call Centers for a Better Customer Experience

Conduent Transportation is revolutionizing the customer experience by transforming the basic tolling call center to an omnichannel “contact center” that goes far beyond traditional call support.

Transform Your Customers’ Experience with CDP Technology

Multichannel to omnichannel — it seems like it happened overnight. It’s now essential to be able to engage and provide services to members, consumers, patients, and constituents...

How Can Federal Agencies Improve the Customer Experience?

Creating Value in the Age of Digital Interactions

There are some interesting forecasts about the opportunities for businesses to capitalize on improving the digital experience. Gartner projects that by 2020, chatbots, or virtual customer assistants.

The Future of Customer Engagement is Omni-channel – and Integrated

The most important question for the future will be: Are those omni-channel engagements fully integrated?

Opening Doors to Eligibility Services with Omni-Channel Options

New Survey Data Says: In the Age of Digital Interactions, Citizens Expect More from Government Agencies

Exploring the Digital Customer Experience in the Future of Telecom

Digital customer experience channels offer CSPs the flexibility and scalability to meet customer expectations in ways that leave even the most sophisticated multichannel contact centers in the dust.

From Transactions to Interactions: Creating the Future of Customer Experience

Two-thirds of marketers say their companies compete mostly on the basis of customer experience, and that percentage is expected to climb to 81% in the next 2 years.

Where do strategic partners fit in the race to 5G?

With so many players in this space and pieces in motion, mobile operators will need to be smart about their partnerships. How can strategic partnerships help mobile operators — and their customers...

Goodbye Transaction Processing, Hello Digital World

Consider how the Finance and Accounting (F&A) industries functioned five years ago. Now compare that to how we do things today.

Survey Says: Traditional Customer Care is Dying

We get on the phone, we wait for a robotic voice to tell us which buttons to push, and then we hear it. “Your call is important to us. . . Please stay on the line. . .” And we wait. This is...