Dell CIO, Jerry Gregoire, once said, “The customer experience is the next competitive battleground.” Gregoire believed that the winners of the next generation would be the companies that strive to create a brighter customer experience and disrupt...
Digital Disruption Affecting the Customer Experience
Millennials, larger than the Baby Boomer generation, are shaping the customer experiences of today and have the highest expectations when it comes to customer service. Omnipresent across...
Over the last 20 years, substantial advancements in technology have shaken up multiple industries, allowing for greater improvements in efficiency all while decreasing overall costs. Whether it’s on-demand, 3D-printed medical devices, demolition...
Over 5,000 customer engagement professionals are about to descend on ExCel London (ExCel Exhibition Centre) for the Call and Contact Centre Expo, Europe’s largest customer experience event of the year. Bright Pattern, a leading provider of ...
What does a brighter customer experience mean to you and your customers? For some of you, it may mean empowering agents in order to wow customers with each phone call. To others, it may mean providing service over new, emerging channels like...
If you were to perform an Internet search for VIPdesk, you might find that they are a leading call center, providing business process outsourcing (BPO) services for luxury brands. However, if you were to speak with VIPdesk’s CEO, Sally Hurley,...
Customer-centric businesses are working harder than ever to support all of the contact center channels that their customers want to use. That’s why 84% of companies who consider themselves to be customer-centric have a heavy focus on supporting...
If I were to ask a room full of customer service managers and customer experience executives how long they think it takes to set up an omnichannel contact center, there would be a very mixed response. Some might say one week, others might say one...
As any entrepreneur can attest, getting the right pieces in place is critical to a start-up’s success. It’s not only about finding funding or early adopters, but also developing partnerships with talented managers, employees, and vendors. It’s an...
You’ve probably been asked this before with all the omnichannel buzz in the CX industry. But do you honestly know the difference between multimodal, multichannel, and omnichannel?