A collection of processes that track, analyze, and archive every interaction a customer has with an organization and at each stage of the buyer’s journey. Contact center is a central point from which all customer contacts are managed – a call center, customer service, department, etc.
Aberdeen Principal Analyst Omer Minkara shares his takeaways from Verint's annual user conference, Engage, including the latest technologies for both workforce engagement and customer satisfaction.
Personalization is not integral to the customer journey, as it’s a key driver of brand loyalty. One of the biggest challenges brands face is using their customer data to make their marketing more targeted and relevant. This post will discuss how organizations can ramp up their personalization strategies to improve CX and increase revenue and conversions.
Aberdeen Principal Analyst Omer Minkara shares his takeaways from Interactions' 2019 Analyst Summit, including conversational AI technologies and how to utilize them to meet customer needs.
Aberdeen Principal Analyst Omer Minkara shares his takeaways from NICE's 2019 Interactions conference in Las Vegas, including the strategic pillars in managing CX and back-office activities.
Don't write off voice interactions yet — phone interactions and interactive voice response (IVR) still play a vital role your CX digital enablement strategy.
Aberdeen Principal Analyst Omer Minkara shares his takeaways from RingCentral 2019 Analyst Summit in San Francisco, including thoughts on employee engagement as it pertains to customer experience and important technologies to look out for.
CX expert Omer Minkara reveals how to minimize the need to replace technology tools, by following a more careful technology acquisition process.
The Intelligent Business Show consists of two things: “intelligent businesses” and how to make businesses more intelligent. Check out this week’s episode with Matt Wright, UX Research Manager at WiderFunnel.
This week’s roundup of purchase intent data headlines explores industry goings on, ad spend, and Super Bowl LIII winning strategies to catch intent data from digital channels.
Advanced statistical analysis lets market research firms derive meaningful insights into key market trends. It also differentiates leading market intelligence providers from lesser peers.
