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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/

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/

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/

Digitally Transforming Customer Care

Artificial intelligence in customer care is changing the face of customer service.
Categories Tags Providing positive and profitable customer experiences means nurturing customer relationships that unfold across time and channels. Productive customer interac… http://digitaltransformation.frost.com/expert-insights/viewpoints/digitally-transforming-customer-care/

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/

Solid Customer Experience and Trust Are Key in Growing eCommerce

eCommerce has become entrenched as a retail channel but one where customers still tend to browse rather than buy. Companies must take steps to improve the Customer Experience to grow online sales, particularly from mobile devices.
Tags eCommerce has evolved from a novelty, since its inception with the World Wide Web some 20 years ago, to a practical and ubiquitous channel. It has replaced faxes, paper cat… http://digitaltransformation.frost.com/expert-insights/viewpoints/solid-customer-experience-and-trust-are-key-growing-ecommerce/

New ICMI/LiveOps Report, Facebook Messenger Raises Questions on Contact Center Value

A new, disquieting, but refreshingly honest, and yet unsurprising International Customer Management Institute (ICMI)/ LiveOps report calls into question the underlying value of having contact centers to support the Customer Experience.
Categories Tags A new, disquieting, but refreshingly honest, and yet unsurprising International Customer Management Institute (ICMI)/ LiveOps report calls into question the un… http://digitaltransformation.frost.com/expert-insights/viewpoints/new-icmiliveops-report-facebook-messenger-raises-questions-contact-center-value/

When Culture Helps Innovate Customer Engagement: The South Africa Example

A summary of the recent “Offshoring South Africa” summit in Cape Town, South Africa.
Categories Tags On my fourth visit to South Africa, I attended the March, 2015, "Offshoring South Africa" Conference in Cape Town, where I sat on a panel to discuss "The Futur… http://digitaltransformation.frost.com/expert-insights/viewpoints/when-culture-helps-innovate-customer-engagement-south-africa-example/