The contact center space is under a lot of pressure right now. As things stand, the status quo doesn’t look sustainable. Business Process Outsourcers (BPOs) play a big role in the contact center
I’d like to tell you a couple of stories about some things that happened to me while travelling to speak at an event in Munich recently and why I think they are important,
Braze, the customer engagement software platform provider, recently released their third annual Global Customer Engagement Review. The research, by surveying 1,500 marketing executives across 14 markets, aimed to uncover the most prevalent trends
Following a conference I recently attended in London, I was invited to a dinner hosted by Quiq, a conversational AI and business messaging platform provider. During the dinner, a series of conversation topics
For the last four years, in and around December, I have compiled a set of customer experience-related predictions for the coming year. For each article, I gather together a set of predictions that
At a recent event, I spoke to a Chief Technology Officer (CTO) about how it was not untypical for him to have a day of 14 back-to-back half-hour meetings. He explained that this
Many publicly listed technology stocks have been having a torrid time of late as investors move away from lofty visions and future promises of growth to a focus on the fundamentals of revenues
