Did you know that 73% of the global population uses smartphones and sends more than 16 billion texts each day? Mobility is now ubiquitous and this explosive shift has more …
The Case For Cloud Contact Centers Is Growing Forrester forecasts cloud subscription revenues to grow overall by 22% in 2016. This is a result of businesses becoming increasingly comfortable with …
CEB TowerGroup research indicates that while more than 80% of banks want to map and improve customer journeys, fewer than half are confident they can do it. And when efforts …
As banks strive to gain a better understanding of each customer journey, they are discovering the impact of customer effort. The CEB TowerGroup Insights Brief shares global, financial industry research …
A Multi-Company Cost Savings and Business Value Analysis for Enterprises The Forrester Total Economic Impact™ (TEI) study examines the potential return on investment (ROI) and benefits enterprises may realize from …
The recent evolution of customer experience (CX) has been fast-paced and transformational. Customers are using digital and voice channels, sometimes simultaneously. The average contact center today has nine communication channels. …
