by Archana Sangili

8, December 2017

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Welcome to the 55th edition of the CX Roundup. We eagerly bring to you the best of customer experience trends, news, and insights from around the world.

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by Rangarajan Madanagopalan

5, December 2017

Key factors-migrating contact center-cloud

The migration process of moving to the cloud is bereft with challenges – both predictable and unseen. From insufficient security planning to interoperability issues and obsolete technologies, there are many risks involved. In order to successfully navigate your contact center around them and maximize the true potential of cloud computing, your roadmap must be filled with checkpoints that need your attention.

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by Archana Sangili

17, November 2017

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Welcome to the 52th edition of the CX Roundup. We eagerly bring to you the best of customer experience trends, news, and insights from around the world.

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by Servion

2, November 2017

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It’s always been important for businesses to understand their customers. More recently, this has been done by collecting data on past actions, and analysing that data to predict what each customer’s next action might be. However, this is just half of the puzzle when trying to understand what a customer will do. Today, we’ve come further than many thought possible for machines, as technology is being used to read, analyse and even replicate that missing piece – our emotions.

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by Archana Sangili

20, October 2017

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Welcome to the 48th edition of the CX Roundup. We eagerly bring to you the best of customer experience trends, news, and insights from around the world.

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by Archana Sangili

13, October 2017

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Welcome to the 47th edition of the CX Roundup. We eagerly bring to you the best of customer experience trends, news, and insights from around the world.

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by Archana Sangili

6, October 2017

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Welcome to the 46th edition of the CX Roundup. We eagerly bring to you the best of customer experience trends, news, and insights from around the world.

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by Roshini Cherian

14, September 2017

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A contact center’s (CC) path to providing seamless and proactive customer experience is beset with barriers, large and small. While it seems to be a single point A to point B interaction, there is more to it than just the goal and outcome. This journey can be compared to a surfer’s experience while riding the unpredictable waves in the ocean.

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by Sheela Narashiman

12, September 2017

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In today’s digitalized world, technology has become sine qua non. The modern human would be at a loss in a world without Google, Netflix or Amazon. Interactions between customers and enterprises continue to evolve along with the advancements in technology and infrastructure. The quintessential customer of today is moving away from brick-and-motor stores. And global enterprises, led by future thinking, are rapidly transitioning towards an environment in which they can easily and symbiotically discover, engage and retain customers.

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by Roshini Cherian

3, August 2017

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How has your recent call to the contact center been? Great? Good? Or tragic and unresolved? You have all gone through complicated self-service menus when reaching out to contact centers. And have often been frustrated with the multiple menus that need to be dealt with to reach an agent and solve a simple problem or ask a quick question.

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