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Viewing 1 to 10 (25 Total)

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
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
seeking out BPOs to handle customer service. Then came the one 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.
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.
successful experience of providing excellent customer service. Indeed Amazon owes its success by imaginati 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.
and customer service to meet customers 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.
person conversations with customer service staff.   Ultimately 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/

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