Some companies and CEOs are under the impression modern digital transformation is all about beating their competitors in the market by attracting more customers with every fancy application and tech bling, but that philosophy misses a critical element …

Robotic Process Automation (RPA) is transforming CX and customer care. The ability to automate the repetitive, tedious tasks often occupying personnel in back offices and customer-facing contact centers can provide meaningful benefits …

Successful CX leaders know the potential impact automation and AI can have on their contact centers and customers. Realize that potential quickly by starting the automation journey with these five …

Today’s digitally connected, instant-gratification society demands fast responses and smooth experiences. A new business model for self-service automation is maintaining profits and helping BPOs stand out from the competition …

New research from Harvard Business Review suggests digital transformation is at its best when implemented purposefully and methodically, avoiding the negative repercussions of large paradigm shifts …

“It cannot be overstated how important it is for brands to deliver digital experiences that meet or exceed cross-industry consumer expectations,” says Peter Smith, Chief Strategy Officer for the digital …

Over the course of the conference two themes started repeating themselves: customers love faster solutions, and the most important lesson for companies going digital is to proceed at the right pace …

Success in customer service and automation follows success in planning for the right amount of automation in the right places. Understanding how to properly automate will be key to excellent …

The path forward for Utility Customer Care is one of balance between fast-paced changes and an evolutionary approach. Sorting interactions between low/high value and low/high volume categories is the vital first step …