CX Tag

Here’s how customer experience leaders are making decisions—and what they want from you. As the number of customer experience (CX) technology options increases, the buying process has become more complex—particularly in large companies. A growing number of people within the company have a vested interest in...

As organizations plan to increase CX spending over the next few years, they should pay attention to CCaaS trends, like agents changing workspaces and integrations with UCaaS. Organizations spend just 3% of their revenue on CX technologies, according to Metrigy Research's "Customer Experience Transformation 2020-21" study. Depending...

Sept 15, 2021 – Dialpad has announced the acquisition of Kare Knowledgeware, a customer experience platform that optimizes workflow orchestration, knowledge management, analytics, and business intelligence. The deal gives Dialpad’s contact center solution conversational AI capabilities and improved self-service functionality by organizing unstructured data and...

We regularly interact with family, friends, and business colleagues using video. But companies have fallen behind at promoting video when it comes to communicating with their customers — whether for sales, support, or customer service. Zoom’s Video Engagement Center (VEC), announced Monday at Zoomtopia, will address requests from...

June 15, 2021 – Talkdesk announced Talkdesk Retail Smart, a solution for retailers that provides automated and secure self-service options for customers, leaving live agents to focus on higher-touch, revenue-generating interactions....

I have talked to hundreds of contact center leaders who scoff at the suggestion that they consider moving to a cloud platform, or at least using cloud-based applications. And I understand their issues. You can’t flip a switch on a large, complex, customized on-premises contact center,...

CX leaders want to improve their self-service capabilities to accomplish key goals: Get customers what they need without having to wait for a live agent; and offload agent interaction volume. Ultimately, they want to improve the customer experience, achieve higher CSAT, and drive more revenue to...