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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/

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/

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/

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/

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/

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/