We get on the phone, we wait for a robotic voice to tell us which buttons to push, and then we hear it. “Yo...
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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.
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
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.
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...
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 most important question for the future will be: Are those omni-channel engagements fully integrated?
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.
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.
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...
Consider how the Finance and Accounting (F&A) industries functioned five years ago. Now compare that to how we do things today.
Three questions guide you in your efforts to drive a personal digital experience. They are fundamental because while the digital realm is a new one, the old rules still apply.
OTT companies are reaching new heights in customer and employee satisfaction. By applying predictive analytics and automation they’re bringing new levels of immediacy, personalization and convenience.
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...