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Viewing 1 to 9 (9 Total)

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/

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.
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.
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.
http://digitaltransformation.frost.com/expert-insights/viewpoints/super-agents-how-about-expert-assistants-instead/

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…
http://digitaltransformation.frost.com/expert-insights/viewpoints/so-why-does-customer-service-stink/