25 Call Center Technology Trends to Watch in 2021
Throughout 2020, many new trends arose and call center solutions continued to evolve to meet fresh [...]
Biggest Pitfalls with Customer Service AI ..And How to Avoid Them
Imagine you’re stuck in traffic on the way to the airport. You call your airline to see about getti [...]
Finding the right balance between human and digital interactions
.entry-header Simple Share Buttons Adder (7.6.21) simplesharebuttons.com Digital Interactions are b [...]
6 Top Customer Experience Trends in 2021
The digital transformation of companies accelerated significantly in 2020. In particular, they had [...]
AI and Top CX Trends 2020
At the recent Forrester Data Strategy & Insights 2020 virtual conference, analysts described a [...]
What it Takes to Build Customer Loyalty Online
The shift from face-to-face interactions and relationships to digital interactions has been trendin [...]
Technology + Innovation: Building the superhuman agent | McKinsey
Researchers, academics, and innovative organizations have produced a seemingly never-ending [...]
Vision 2025: Hyperpersonalized care and ‘care of one’ | McKinsey
As the traditional call center has evolved into a contact center, companies have begun to vi [...]
The Role of AI in Customer Experience – Pointillist
by Will Thiel “By 2025, as many as 95 percent of all customer interactions will be through channels [...]
Why “Move Fast and Break Things” Doesn’t Work Anymore
Executive Summary Over the next few decades, agility will not come from speed; it will come [...]
