| CX Strategy, Enterprise CX
How has digital changed the way people do business & businesses sell?
Sixteen years ago, only 6.7% of the global population had internet access. Today, 3 billion people and 40% of the global population ...
CX Strategy
Insights Categories:
| CX Strategy
How do Call Centers Leverage Artificial Intelligence?
The idea of an artificial intelligence (AI) system that can behave, think or act like a human has fascinated all since the ...
| CX Strategy
Implementing a transformational customer experience solution without a strategist is like installing a hot water heater without a plumber
I continue to learn how essential it is to leverage an expert for everything from plumbing to implementing a customer experience ...
| CX Strategy
When it’s Good to be Redundant in IVR Design…and Life
As early as I can remember learning anything, I was taught to strive for efficiency. “Inefficient” and “redundant” were bad words, and ...
| CX Culture, CX Strategy
Emotional Intelligence-Driven Voice User Interface Design
In a recent series of radio ads that feature a bereft and primitive attempt at a telephone customer experience, Ruby Receptionist entreats ...
| CX Strategy, Enterprise CX
Your Nurse Churn Rate Doesn’t Have to be 50%: Improve Scheduling & Workflow Efficiency to Improve Employee Engagement
Hospital administrators, particularly nurse administrators, have been facing increasing pressure to balance cost and quality of care. At the heart of this ...
| CX Strategy
IVR Analytics Best Practices Based on Customer Q&A
We routinely field questions from our customers about IVR analytics. I would like to provide you with insight by answering some of ...
| CX Strategy, Enterprise CX
Your most valuable resources are costing you money – and not in the way you probably think
It’s time to pull back the drapes and shed light on pervasive hospital inefficiencies. Inefficiencies in patient flow and workforce are deeply ...
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