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CX Strategy
The latest contact center research, trends, and strategies
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CX Strategy, Trends and ForecastsWhat is Total Experience (TX)?As business leaders look toward 2022, the call for digital transformation has never been louder. …
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Artificial Intelligence, CX StrategyDistinguishing Between Call Routing, Transcribing and Conversational AICall routing vs. transcribing vs. conversational AI Intelligent solutions in contact centers are nothing new….
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CX Strategy, Trends and ForecastsAre Contact Center Leaders Asking The Wrong Questions?
Written by Peter Isaacson, Chief Marketing Officer at Replicant The Covid-19 pandemic. Unpredictable weather catastrophes….
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CX StrategyADP’s Director of Digital Transformation and Payment Ops on Getting Buy-In and Adoption
Val Kugathasan, Director of Digital Transformation and Payment Operations at ADP, has spent years evangelizing…
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CX StrategyFour Tips for Successfully Implementing AI and Automation at the Enterprise LevelAlthough AI stirs up grand visions of the future, it’s also gotten a bad name….
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CX Strategy, Trends and ForecastsWhy Call Centers Need ReplicantOrganizations are now entering the third era of IT, according to Gartner’s 2019 CIO Survey,…
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CX StrategyChatbots vs. Virtual Agents: Customer Service Tools That Are Disrupting the IndustryArtificial Intelligence’s (AI) ability to give machines human-like qualities continues to be a transformative technology…
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