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Women in Leadership: Finding the Right Workplace to Build a Successful Career

Progressively-minded people around the world increasingly raise their voices in support of women’s rights, including the right to education and professional realization. Enabling women to work and earn a living is not only about gender equality; it’s also…
Categories Tags  Gender Equality in the Pursuit of Common Goals Progressively-minded people around the world increasingly raise their voices in support of women’s rights, i… http://digitaltransformation.frost.com/expert-insights/viewpoints/women-leadership-finding-right-workplace-build-successful-career/

Enabling Robots (Process Automation) for Enhanced CX and Cost Management

The CX, cost saving, productivity, and compliance/security benefits of Robotic Process Automation (RPA) in the contact center.
Categories Tags Customer contact organizations face growing competitive pressures to simultaneously improve the customer experience (CX), increase productivity, and reduce cos… http://digitaltransformation.frost.com/expert-insights/viewpoints/enabling-robots-process-automation-enhanced-cx-and-cost-management/

Matching Experience with Expectation – Using Speech Technologies to Power up a Digital Workforce

The growing use of VAs and Bots for customer service
Categories Tags April and May were big months for the analyst circuit where industry analysts get the deep dives into solution provider’s performance and product roadmaps. The… http://digitaltransformation.frost.com/expert-insights/viewpoints/matching-experience-expectation-using-speech-technologies-power-digital-workforce/

Alaska Airlines Shows How to Deliver Excellent CXs

Alaska Airlines shows how to deliver excellent CXs in challenging environments that has helped it to grow, and plan for future growth.
Categories Tags Air travel and superb customer experiences (CXs) are not usually thought of in the same breath. Taking a plane all too often means enduring uncomfortable seats… http://digitaltransformation.frost.com/expert-insights/viewpoints/alaska-airlines-shows-how-deliver-excellent-cxs/

Has the Airline Industry Reached a State of "CX Nihilism"?

In the wake of the recent United Airlines incident, while industries may not be able to change core conditions that create poor CX, they can take steps to minimize customer annoyance
Categories Tags Vox.com just published a great article on why air travel has become a terrible customer experience (CX) in the aftermath of United Airlines’ removal of a custo… http://digitaltransformation.frost.com/expert-insights/viewpoints/has-airline-industry-reached-state-cx-nihilism/

Lessons Learned: CX Focus Key to Successful Customer Contact Automation

Automation tools like chatbots and virtual assistants can successfully reduce live agent costs if implemented correctly
Categories Tags There is a strong sense of déjà vu arising from the conversations about whether the new wave of artificial intelligence (AI)-driven chatbots and virtual assist… http://digitaltransformation.frost.com/expert-insights/viewpoints/lessons-learned-cx-focus-key-successful-customer-contact-automation/

April 5 eBroadcast To Provide Insights on Perfecting the CX

Expert panel will discuss how and why the digital era is transforming the customer journey, the ways in which utilizing contextual data can delight customers on any channel, and how to perfect the CX.
Categories Tags Customers are setting today’s business agenda and are now in the customer relationship driver’s seat. There are numerous reasons why they are taking the steeri… http://digitaltransformation.frost.com/expert-insights/viewpoints/april-5-ebroadcast-provide-insights-perfecting-cx/

Amazon’s Potential, Disruptive, (and Welcome) Customer Contact Market Entry

Amazon is reportedly planning to offer chatbots while at the same time Avaya has freed up resources to strengthen its contact center market through its networking solution sale to Extreme Networks.
Categories Tags Amazon is apparently considering directly entering the customer contact market. Its Amazon Web Services (AWS) subsidiary is looking at offering chatbots/virtua… http://digitaltransformation.frost.com/expert-insights/viewpoints/amazons-potentially-disruptive-and-welcome-possible-contact-center-market-entry/

The Customer Experience Value of Customer Anonymity

Businesses have been focusing on customer personalization in order to provide an excellent Customer Experience. But there is also strong value in permitting customers to be anonymous.
Categories Tags Today’s customers are empowered with an unprecedented ability to drive their business relationships and that of other customers through instant knowledge acces… http://digitaltransformation.frost.com/expert-insights/viewpoints/customer-experience-value-customer-anonymity/

I’m Excited for Avaya’s Future and Its Partners Think it will be a Breeze

Thoughts on Avaya Engage
Categories Tags Just back from, Avaya Engage, in Las Vegas, I’m excited for the company’s future. Avaya Engage is where customers, partners, analysts, consultants and the medi… http://digitaltransformation.frost.com/expert-insights/viewpoints/im-excited-avayas-future-and-its-partners-think-it-will-be-breeze/

Speech is here to stay – Thoughts from the Conversational Interaction Conference

Thoughts from the Conversational Interaction show in San Jose, CA
Categories Tags As a self-professed speech geek, I love speech technology trade shows and conferences, and over the years I’ve watched them follow a similar evolution as that … http://digitaltransformation.frost.com/expert-insights/viewpoints/speech-here-stay-thoughts-conversational-interaction-conference/

Plantronics - Thinking out of the Headset

Plantronics latest release brings a new era of analytics capabilities to the workplace and contact center.
Categories Tags We talk a lot about intelligent personal assistants, but what about headsets?  Yes. Headsets.  Headsets may be old school, but they have been vastly improved o… http://digitaltransformation.frost.com/expert-insights/viewpoints/plantronics-thinking-out-headset/

Excellent CX Delivery Relies on Completely Hearing the Voice of Customer

Obtaining the Voice of the Customer is more than surveys. Effective CX-supporting VoC requires paying attention to all customer interactions.
Categories Tags A NICE executive correctly pointed out to me recently that companies rely too heavily on surveys to obtain the voice of the customer (VoC).  Consequently, they… http://digitaltransformation.frost.com/expert-insights/viewpoints/excellent-cx-delivery-relies-completely-hearing-voice-customer/

2017: A little AI, Social Media and Natural Language Create a Powerful Contact Center Party for the New Year

2017 Contact Center Trends
Categories Tags What a difference a year makes, but in this case 30 years in the making.  Three decades ago when Interactive Voice Response (IVR) got its start, heads of marke… http://digitaltransformation.frost.com/expert-insights/viewpoints/2017-little-ai-social-media-and-natural-language-create-powerful-contact-center-party-new-year/

Top 10 BPO Trends and Business Priorities for 2017

Against the backdrop of customer experience taking precedence in 2016, Juan Gonzalez, Research Director at Frost & Sullivan, shares his top 10 BPO trends and priorities that providers should be focusing on as we move into the new year.
Categories Tags Improving customer service has become synonymous with improving the overall interaction experience, regardless of the industry. Consumers are increasingly k… http://digitaltransformation.frost.com/expert-insights/viewpoints/top-10-bpo-trends-and-business-priorities-2017/

Elon Musk Responds to Customer Tweet with Lightning Speed using a Digital Solution

Charging area abuse problem swiftly solved with software.
Categories Tags Retailers - here's your wake up alarm! Loic Le Meur tweeted Elon Musk after being frustrated by people leaving their cars at charging stations for much longer … http://digitaltransformation.frost.com/expert-insights/viewpoints/elon-musk-responds-customer-tweet-lightning-speed-using-digital-solution/

GamEffective Shows How to Make CX-focused Gamification Successful

GamEffective demonstrates how gamification can help contact center agents deliver an improved CX
Categories Tags Playing is not simply recreation or exercise. Most critically, it promotes learning, knowledge retention, problem-solving, socialization and teamwork, and moti… http://digitaltransformation.frost.com/expert-insights/viewpoints/gameffective-show-how-make-cx-focused-gamification-successful/

Brick & Mortar Meet Amazon Go

Future of Digital Transformation in Retail - Amazon Makes a "Go" of It.
Categories Tags Brick & Mortar - Let Me Introduce to Amazon Go Amazon.com Inc. is opening Amazon Go in Seattle, a 1,800-square-foot store (AKA convenience store), which inc… http://digitaltransformation.frost.com/expert-insights/viewpoints/brick-mortar-meet-amazon-go/

Adobe's Latest Holiday Shopping Results Show Desktop Continued Tops for Online Sales

Adobe's latest online holiday shopping results shows key trends
Categories Tags Adobe’s Adobe Digital Insights (ADI) has just released its latest 2016 Holiday Shopping Season Summary, which provides a great bellwether of this year’s omnich… http://digitaltransformation.frost.com/expert-insights/viewpoints/adobe-latest-holiday-shopping-resultsshow-desktop-continued-tops-online-sales/

Building the Sales Intelligence-Customer Experience Connection

Excellent customer experiences (CXs) are key to successful sales while intelligent selling fosters positive CXs.
Categories Tags Sales intelligence (SI) applications provide sales reps with customer insights (including context and timing) in order to close more sales in less time, as rep… http://digitaltransformation.frost.com/expert-insights/viewpoints/building-sales-intelligence-customer-experience-connection/

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