2018 State of Embedded Analytics Report
5 Early Indicators Your Embedded Analytics Will Fail
2019 Customer Service Planning Guide: Using Messaging to Increase Agent Efficiency, Deflect Calls, and Improve Customer Satisfaction
As many businesses work on improving the customer experience, they look to efficient, cost-saving technologies like IVR and chatbots. These avenues often seem the most logical for customer service managers who are charged with cost-cutting, but they of…
The New Reality for Customer Engagement
New customer expectations across all facets of engagement are challenging how traditional contact centers operate. Pressure is building to optimize customer experience, improve agent productivity, and deliver on strategic business initiatives. But, …
An IT Strategy Brief for the New Era of Intelligent Automation
Automation has been on a steady march through business for more than 200 years: nevertheless, the past three years or so have seen a huge step-change in the variety of technologies being promoted to help businesses automate aspects of their work. Gi…
Managing the Faster Pace of Low-Code Powered Innovation
Low-code is a game changer on many levels. It can accelerate development by 20x over traditional full-stack coding, and business context can be incorporated into development continuously. Yet the acceleration enabled by low-code platforms has thrown…
An IT Strategy Brief for the New Era of Intelligent Automation
Automation has been on a steady march through business for more than 200 years: nevertheless, the past three years or so have seen a huge step-change in the variety of technologies being promoted to help businesses automate aspects of their work. Gi…
Top 10 Digital Transformation Trends for 2018
Digital technologies are shaking up entire industries. Conventional business models are being turned inside out in the quest for digitally-enhanced customer engagement and operational efficiency. Innovative new businesses abound, but many long-stand…
Do You Have a Framework for Digital Success?
Organizations need new skills to effectively implement an expanding set of digital capabilities, such as artificial intelligence (AI), deep learning, the internet of things (IoT), and robotic process automation (RPA). Deploying digital technologies one…