Zappix Blog

Clear Communication Says The Right Thing At The Right Time Sending the right message to customers when they need to see it can save companies money and greatly improve customer experience By JOHNNY ROSA In a world of instant gratification and seemingly even faster communication, sending the right messages to...

Why Robotic Process Automation (RPA) Is the Government’s Favorite Automation Tool Key boosts to efficiency and productivity without the lengthy project timelines and rising costs of true AI and Machine Learning implementations By JOHNNY ROSA TheModernizing Government Technology Actofficially calls on government agencies to apply for “modernization funding” and upgrade...

CX closes new leads and keeps customers loyal, and the competition is heating up. Customer experience is the driving force behind business strategies in 2018. In order to encourage new leads to make a purchase or turn your previous customers into regulars, you have to ensure interactions are positive and...

The Business Leader’s Guide To Automation The age of automation is upon us, but which technology is right for businesses? By JOHNNY ROSA The age of bots and automation is upon us. Chatbots made a big splash in 2016, Robotic Process Automation has been emerging as a disrupting force since...

Building a Strong Brand Through Authentic Advocacy Authenticity builds real loyalty from advocates when it makes a noticeable impact on businesses. By GUEST AUTHOR In today’s online marketplace, it can be a struggle to stand out from the crowd. Your would-be customers are deluged with marketing messages from the moment...

On Demand Expectations: The Next Generation’s CX How smartphones and instant gratification have transformed customer expectations and created a new way forward for CX innovation. By YOSSI ABRAHAM Our modern culture has developed a need for speed that has quickly embedded itself across industries. An entirelynew workforcehas emerged. The work-on-demand...

Everyone Wants To Improve CX, But What Does That Mean? We’ve spoken with business leaders in every department at multiple organizations and found out what’s important to their CX initiatives. By RYAN McCOLGAN Customer experience is vital to every dimension of business in the age of the customer. We are...

How Can Businesses Make Sure We Communicate Effectively In A World Full Of Messages? A three-step guide for effective customer interactions in 2018 By JOHNNY ROSA Properly communicating a message is a critical task for any enterprise. It wouldn’t matter if a business sold the best product ever created. If...

Today’s consumers are demanding more from brands than ever before. Customer service has become a round-the-clock job and in order to remain successful, businesses need to be attentive to these requests. The advancement of technology has not only contributed to the level of service customers expect but also a business’...

Automation technology has been transforming customer care for years. With recent advancements in Robotic Process Automation (RPA), Natural Language Processing (NLP), and Artificial Intelligence (AI) that change is happening faster every day. Automated processes and self-service capabilities streamline customer service, reduce average handling time per interaction, and enhance customer service....

Key Insights From Customer Contact Week 2018 The annual Customer Contact Week (CCW) conference highlighted a bright future, but lacked a consistent direction especially for small and medium-sized business looking to improve today By YOSSI ABRAHAM Last week I enjoyed an interesting conference with several industry leaders at Contact Center...

5 Statistics To Know About The Future Of Customer Service Important numbers to remember in the era of the customer By JOHNNY ROSA The customer service landscape has been shifting for a few years. The rapid growth of technology and changing customer expectations has meant new priorities for enterprises looking...

How Logistics Benefits From The Smartphone Revolution Customers want multiple digital channels to connect to shipment companies. Now it’s easier than ever to give them what they want. By JOHNNY ROSA Today’s smartphone obsessed society is constantly connected and expects the same level of digital responsiveness from enterprises. The 2017...

I love numbers. Throughout my career I focused on data and statistics to pinpoint the most critical areas for improvement for my teams. That’s why I enjoy the growing business trend spotlighting customer service. There are a multitude of categories and data points to gather and understand when it comes...

How Innovative Visual IVR And RPA Are Automating HR And Driving Efficiency Visual IVR and Robotic Process Automation work in tandem to free up contact center agents to handle more value-added employee interactions By YOSSI ABRAHAM ORIGINALLY PUBLISHED BY HR TECHNOLOGIST Visual IVR and Robotic Process Automation are changing how...