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Rafa Domene Carmona

Employee Engagement Strategies and Best Practices

Decoding RPA and Intelligent Automation in the Contact Center

Rafa Domene Carmona - February 10, 2020

Today’s customers are fast. The rise of messaging apps and smart phones have enabled them to reach whomever they want, wherever they...

Forrester’s 2020 CX Index Report: CX Scores Rise Even During COVID

Customer Acquisition Dylan Haviland - July 20, 2020

Businesses in every industry are continuing to deal with the effects of COVID-19. With many previous predictions on the US economy now...

How to Move your Digital Transformation Strategy Forward (Hint: It’s not a Crisis Response)

Customer Engagement Judith Aquino - July 16, 2020

Without question, the COVID-19 pandemic has laid bare consumers’ dependence on real-time digital services and experiences. When customers order groceries online, use...

How Well Do Brands Use Mobile Messaging and Live Chat?

Customer Engagement Elizabeth Glagowski - July 6, 2020

When customers reach out to a brand with sales or customer service questions, they increasingly do it from their mobile devices. Whether...

Rethink the Contact Center of the Future

Customer Loyalty Dylan Haviland - July 1, 2020

The contact center industry has always needed to look forward. It’s a business so ingrained in the trends and innovations of every...

5 Strategies to Accelerate Digital Transformation

Digital Engagement Dylan Haviland - June 8, 2020

Rich Text Editor, edit-field-body-und-0-value, Press ALT 0 for help Countless mentions of “digital transformation” gets us no closer to...