The role of the Chief Technology Officer (CTO) is drastically changing in recent years from a tech-centric role to one having leadership, vision and a more customer-centric approach. In an exclusive...
Aug 19, 2019
Worldwide spending on customer experience (CX) technologies will total USD 508 billion in 2019, an increase of 7.9% over 2018, according to IDC’s inaugural Worldwide Semiannual Customer Experience...
Aug 08, 2019
Many businesses are turning to artificial intelligence (AI) such as digital assistants and chatbots to improve the customer experience. However, a new report released by Pegasystems indicates that...
Jun 11, 2019
One of the key reasons for poor customer service is that business decision makers are out of touch with their customers, skipping their real pain and problems, finds a new study, the 2019 Global...
May 20, 2019
The relationship between good customer service and business growth is reciprocal. But a new research shows that many organizations aren’t fully committed to providing the level of service they...
May 17, 2019
Augmented reality (AR) and virtual reality (VR) have the potential to shake up the customer experience by individualizing retailers’ offers and enabling customers to visualize products in different...
Apr 01, 2019
Customer centricity is a reflection of our culture, process, customer experience, customer friendliness and customer satisfaction surveys. It is also an association of our product and quality...
Mar 26, 2019
Enabling the business outcome in a ‘Real-Time’ enterprise environment is the next challenge for global brands and government agenciesin 2019. Tech companies will need to drive hard to continually...
Nov 30, 2018
Zendesk recently released the Zendesk Benchmark Guide for Enterprise, which outlines best practices for two different types of large companies: Digital Natives that have been considered digital since...
Oct 04, 2018
Over one-third of consumers were not impressed with their customer journey citing an average or poor experience, with 83% of consumers citing that they had at least one issue while interacting with a...
Oct 01, 2018
Amdocs, a leading provider of software and services to communications and media companies, recently announced that it has successfully helped Vodafone India to automate its billing operations,...
Jun 28, 2018
Employee engagement has surfaced as a major concern in delivering improvements in customer experience (CX), with 86% of CX executives in a Gartner survey ranking it as having an equal or greater...
Jun 18, 2018
While IT, and most businesses, have been focused on operational excellence for the past 20-30 years, Gartner analysts said it’s time security leaders put the focus on customer experience. “Today, the...
Jun 08, 2018
As companies increasingly look to provide a better experience for customers, offering support across multiple channels is becoming more popular than ever. But there’s a difference between providing...
Jun 07, 2018
25% of customer service and support operations will integrate virtual customer assistant (VCA) or chatbot technology across engagement channels by 2020, up from less than 2% in 2017, according to...
Feb 19, 2018