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.
Our thought leaders at Aberdeen are inspired by market trends and technological developments within their given expertise, and across the many sectors we cover. As such, we have asked them to take their acquired knowledge and give their personal insights and takeaways about the topics that are pertinent to your market.
Transforming a traditional contact center into a modern, intelligent one requires several key ingredients.
This infographic shows how brands such as Netflix, Starbucks, Nike, Lowe's, BMW, Campbell's Soup, and many others are leveraging AI capabilities in their marketing.
Last week, I traveled to Orlando to attend Interactions 2018. This post reveals several takeaways from discussions with company executives and customers at the event.
Eighty-four percent of consumers believe medical apps are secure. Unfortunately, that's not the case.
Aberdeen’s research shows that Best-in-Class companies are 50% more likely to be using an Omni-channel Order Management system when compared with All Others.
Responding quickly to customer complaints makes people willing to pay more in the future.
In this last article of our top customer experience (CX) trends and best practices for 2018, we’ll explore two additional processes CX leaders have set their eyes on: rediscovering the fundamentals of CX programs, and augmented intelligence.
Before you make an investment in translation software, make sure you ask and these five questions.
This installment of our CX Trends 2018 series examines two process trends CX executives are increasingly focusing on in 2018 and beyond.
