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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.
http://digitaltransformation.frost.com/expert-insights/viewpoints/excellent-cx-delivery-relies-completely-hearing-voice-customer/

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
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
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.
ncarnation of an AI and Omni Channel powered Customer Engagement Framework… is already here. For more information on Customer Engagement solutions 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.
social selling works. As a result social customer engagements may be evolving from service issues handled 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.
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.
er experience possible despite the fact that customer engagement and loyalty were identified as important pri 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.
Innovating Customer Engagement At the November… helping to innovate Customer Engagement http://digitaltransformation.frost.com/expert-insights/viewpoints/when-culture-helps-innovate-customer-engagement-south-africa-example/