How to elevate your digital self-service offerings
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How to elevate your digital self-service offerings

The speed of digital technology evolution has revolutionized the way today’s contact centers operate as well as the way customers interact with your … See all articles in Insights

The connected consumer: A look at the new retail journey
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The connected consumer: A look at the new retail journey

Highlights• The retail journey has changed dramatically over the past two years, with connected consumers looking for a fully integrated customer … See all articles in Insights

Where Can Digital Transformation Take You? Insights from 1,700 Leaders
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Where Can Digital Transformation Take You? Insights from 1,700 Leaders

This is the first of our three-part “Leading in the Digital Era” series. “Got a driver’s license? Good! Now, step into this Formula 1 racecar.” This … See all articles in Insights

Customer Journey Map: Everything You Need To Know
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Customer Journey Map: Everything You Need To Know

Can you describe a customer’s experience with your brand or company? If you’ve never made a customer journey map, that description is probably lacking some valuable details. Creating a customer journey map will help you understand a customer’s experience before, during and after buying your product … See all articles in Insights

6 contact center call deflection strategies
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6 contact center call deflection strategies

Highlights:• Call deflection can boost the customer experience when it’s done properly • The customer experience must be at the forefront when developing … See all articles in Insights

People are the key to successful digital transformation
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People are the key to successful digital transformation

Digital transformation – the adoption and integration of digital technologies across all areas of the business to fundamentally change and improve … See all articles in Insights

The customer experience bar has risen, so too must your digital experience
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The customer experience bar has risen, so too must your digital experience

But who bears responsibility for providing this CX? What will a ‘delightful’ customer experience look like and what will ensure this process is made … See all articles in Insights

Building the engine that drives digital transformation
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Building the engine that drives digital transformation

This is the consensus view of an MIT Technology Review Insights survey of 210 members of technology executives, conducted in March 2021. These respondents report that they need—and still often lack— the ability to develop new digital channels and services quickly, and to optimize them in real time. Underpinning these waves of digital transformation are…