Business leaders must prioritize data and analytics investments toward better customer handling, forecasting and business planning, and operational process re-design and improvement
Apr 28, 2020
Examines the capabilities of 14 data science and machine learning platform vendors as viewed in practice across a defined series of innovation, execution, and voice of the customer criteria
Apr 27, 2020
Asynchronous messaging should simplify interactions for both the consumer and the agent.
Apr 20, 2020
Front office services are set to be hardest hit, but providers are leveraging previous investments to rise to the challenge
Apr 06, 2020
From pilot tests to "bot bashing" -- How TD Bank integrates digital associates in the workplace
Apr 03, 2020
Times of crisis must drive a new digitally optimized customer service model
Technology, media, and telecom—it’s your time to shine. “Digital transformation” seemed meaningless; now, social distancing makes it matter more than ever.
Mar 31, 2020
The COVID-19 pandemic will spur digital transformation initiatives across the globe. Social distancing has massive implications across the technology, media, and telecom (TMT) sectors.