Author: Keith Kirkpatrick

Techniques for Managing the Perception That Workers Are Not Serving Customers
Creating Frictionless Interactions, Increasing Speed and Efficiency, and Eliminating Repetition Are Key to Maintaining Customer Loyalty
Strengthening Customer Experiences for the Older Generation Is a Key Opportunity, But Requires Distinctive Practices and Processes
Using Text Channels to Support Customers Helps Provide Context and Accelerate Response Times, Among Other Benefits
Revenue from EX Software and Services is Expected to Reach $14.6 Billion in 2026
Visual Tools Help Clarify Customer Descriptions of Problems and Speed Time to Resolution
AI-Driven Authentication, Automated Data Retrieval, Co-Browsing, and More Help Heighten Efficiency
Analysis of Anonymized Recordings Assists Product Managers, Developers and Engineers
Effective Communication Between Customer Information Systems and All Involved Is Critical
Growth in Omnichannel Initiatives Is Being Driven by Shift to Digital Interactions, Customer Support Improvements, Changing Demographics, Pandemic Impacts, and the Rise of CX as a Competitive Differentiator
Case Studies, Market Drivers, Market Barriers, and Best Practices for the Adoption of Omnichannel Engagement Strategies and Software
Digital Transformation, Omnichannel Customer Engagement, and Evolving Labor Models Are All Driving Significant Growth in the Contact Center Technology Market

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