by Yossi Abraham | Sep 8, 2022 | Blog
5 Market Mega-Trends Impacting CX The technology market has evolved dramatically over the past 10 to 15 years, and it is almost unrecognizable compared to where we were in the early 2000. These major dynamics have also impacted the Customer Experience domains and are...
by Yossi Abraham | May 5, 2022 | Blog
How Healthcare Providers Are Transforming Patient Experience Modern customer experiences are becoming more convenient and personalized every day. Healthcare providers and health systems can jump to the top of patient satisfaction by applying lessons learned from the...
by Yossi Abraham | Mar 15, 2021 | Blog
No. Robots Will Not Replace Humans (part 2) During the last year of the COVID-19 pandemic, we have all witnessed an acceleration in almost every aspect of digital transformation, both by businesses offering more digital solutions, as well as consumers shifting to...
by Yossi Abraham | Dec 17, 2020 | Blog
Automation Isn’t For Everything (But It Is For A Lot) The Pareto principle proposes that for many events, 80% of the effects come from 20% of the causes. The principle has been tested by many industries and businesses around the world and has proven to be true for...
by Yossi Abraham | Nov 24, 2020 | Blog
Prevent | Deflect | Accelerate — How to Improve Customer Experience at Every Step of the Customer Service Call There are three critical aspects of every customer service call that contact center managers must understand and be aware of if they want to make the biggest...
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