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...
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,...
A Multi-Company Cost Savings and Business Value Analysis for Enterprises
The Forrester Total Economic Impactâ„¢ (TEI) study examines the potential return on investment (ROI)...
The recent evolution of customer experience (CX) has been fast-paced and transformational. Customers are using digital and voice channels, sometimes simultaneously. The average...