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Truly Effective Video CX, Served by Verizon (and John McEnroe)

Video has long had an unrealized promise to improve the Customer Experience. But that may change with the use of smartphones and apps as shown in a Verizon ad featuring tennis great John McEnroe
Video has long been touted as the next greatest Customer Experience (CX) technology. But it has never taken off, contrary to the hopes (and the hype) of its champions.  There a… http://digitaltransformation.frost.com/expert-insights/viewpoints/truly-effective-video-cx-served-verizon-and-john-mcenroe/

Who is Next to Marry after Genesys+ININ?

Genesys and Interactive Intelligence have merged but which companies are next, and what are the business pressures leading to industry M&As
Categories Tags The Genesys Interactive Intelligence deal announced last week has opened the door to speculation about other possible M&As.  After all, business romances bloo… http://digitaltransformation.frost.com/expert-insights/viewpoints/who-next-marry-after-genesysinin/

Social Customer Service is Withering. Long Live the Social Customer Channel

A recent report indicates that social customer service and support may be fading but instead social customer interactions may be evolving to encompass more marketing and sales.
Categories Tags Social media as a customer care channel had its coming out party in 2011-2012 when numerous contact center vendors announced an initial wave of solutions.  The… http://digitaltransformation.frost.com/expert-insights/viewpoints/social-customer-service-withering-long-live-social-customer-channel/

How 3D Printing Will Change the Customer Experience

3D Printing is beginning to revolutionize manufacturing and disrupt the supply chain. But ultimately 3D Printing will radically alter the Customer Experience including changing customer service and service delivery.
Categories Tags Imagine contacting a company either online, by phone, or walking into their location and ordering products custom-made to your specifications. And then receivi… http://digitaltransformation.frost.com/expert-insights/viewpoints/how-3d-printing-will-change-customer-experience/

Super Agents? How About Expert Assistants Instead?

Well-trained super agents have been touted as the future of contact centers. But a more realistic option is the use of UC&C-equipped expert assistants.
Categories Tags Super Agents? How About Expert Assistants Instead? I recently came across a set of customer contact prognostications from NewVoiceMedia that generally follo… http://digitaltransformation.frost.com/expert-insights/viewpoints/super-agents-how-about-expert-assistants-instead/

Mural Proves the Value of Support Interaction Optimization (SIO)

How Mural used support interaction optimization (SIO) from Support.com to improve its business
Categories Tags As pointed out by Frost & Sullivan Principal Analyst Nancy Jamison in her blog, support interaction optimization (SIO) is a new and powerful tool that helps co… http://digitaltransformation.frost.com/expert-insights/viewpoints/mural-proves-value-support-interaction-optimization-sio/

So Why Does Customer Service Stink?

The prevailing wisdom is that providing an excellent Customer Experience is vital for companies' success and growth. But there are all too many reports about poor customer service. Why is there a disconnect? The blog presents several theories. Readers are…
Categories Tags Almost every day, it seems, there is another report on why enabling an excellent Customer Experience is vital for companies.  Here are just a few examples of t… http://digitaltransformation.frost.com/expert-insights/viewpoints/so-why-does-customer-service-stink/

SIO: Enabling Support Agents to Cost-Effectively Provide Excellent “Level 1-Plus” Support

Support Interaction Optimization (SIO) enables a new and productive support level:"Level 1-Plus"
Frost & Sullivan Principal Analyst Nancy Jamison made a powerful case for Support Interaction Optimization (SIO) in her recent blog, which references a white paper published on th… http://digitaltransformation.frost.com/expert-insights/viewpoints/sio-enabling-support-agents-cost-effectively-provide-excellent-level-1-plus-support/

Make Providing a Superior Customer Experience Your New Year’s Resolution

Customers want immediate, thorough, and successful omni-channel customer care, and for a growing range of products and services.  So why not make it your 2015 resolution to provid… http://digitaltransformation.frost.com/expert-insights/viewpoints/make-providing-superior-customer-experience-your-new-years-resolution/