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Enabling Robots (Process Automation) for Enhanced CX and Cost Management

The CX, cost saving, productivity, and compliance/security benefits of Robotic Process Automation (RPA) in the contact center.
Categories Tags Customer contact organizations face growing competiti…ve pressures to simultaneously improve the customer experience …obotic Process Automation Market Outlook for Customer Care http://digitaltransformation.frost.com/expert-insights/viewpoints/enabling-robots-process-automation-enhanced-cx-and-cost-management/

Alaska Airlines Shows How to Deliver Excellent CXs

Alaska Airlines shows how to deliver excellent CXs in challenging environments that has helped it to grow, and plan for future growth.
Categories Tags Air travel and superb customer experiences … obnoxious other customers…nes has now topped the J.D. Power charts for customer satisfaction among traditional carriers for http://digitaltransformation.frost.com/expert-insights/viewpoints/alaska-airlines-shows-how-deliver-excellent-cxs/

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
icle on why air travel has become a terrible customer experience … removal of a customer when he refused to give up his seat. So h… CX Nihilism is where customer experiences are ultimately insignificant and 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
Customers disliked the IVR experience… seeking out BPOs to handle customer service. Then came the one… and email customer experiences.  For example…s undergo teething pains. For those insights customer contact organizations 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.
Categories Tags Customers are setting today…s business agenda and are now in the customer relationship driver… customers have unparalleled abilities to influence ot 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.
apparently considering directly entering the customer contact market. Its Amazon Web Services …s move is good news for customer contact organizations. Amazon brings to the 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.
s customers are empowered with an unprecedented ability…eir business relationships and that of other customers through instant knowledge access and social 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.
eavily on surveys to obtain the voice of the customer only a minority of customers responds to surveys. Of those that do… they comprise of highly dissatisfied customers http://digitaltransformation.frost.com/expert-insights/viewpoints/excellent-cx-delivery-relies-completely-hearing-voice-customer/

Top 10 BPO Trends and Business Priorities for 2017

Against the backdrop of customer experience taking precedence in 2016, Juan Gonzalez, Research Director at Frost & Sullivan, shares his top 10 BPO trends and priorities that providers should be focusing on as we move into the new year.
Categories Tags Improving customer service has become synonymous with improving… use and access. This has transformed the customer support landscape http://digitaltransformation.frost.com/expert-insights/viewpoints/top-10-bpo-trends-and-business-priorities-2017/

GamEffective Shows How to Make CX-focused Gamification Successful

GamEffective demonstrates how gamification can help contact center agents deliver an improved CX
n is proving itself effective and popular in customer contact centers. These business functions ar… push to provide an excellent and productive Customer Experience http://digitaltransformation.frost.com/expert-insights/viewpoints/gameffective-show-how-make-cx-focused-gamification-successful/

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