Throughout history, humans have relied on physical characteristics for identification.Fingerprints, for instance, were utilized in ancient Babylon for business transactions.Today, biometrics encompasses a broader range of
“For organizations that are aware of these challenges, consultants can serve as a validating partner, providing objective confirmation of what internal leaders suspect and giving
We’ve spent the last year helping our clients achieve success. For both NRG and RISE – we have partnered with companies to uncover opportunities for
How Well Do You Know Your Customer’s “Moments of Truth”? In the ever-evolving landscape of contact centers, understanding how your customers are interacting with you
Is your customer experience good? Maybe even great? Are you sure? In a recent poll, more than 70% of CX leaders said they expect
In Part 3: Leslie O’Flahaven talks about how AI will impact how agents communicate with customers and the impact it will have on CX scores.
People, Process & Technology – and the Intersection of AI: Part 2
People, Process & Technology – and the Intersection of AI: Part 1
Ever-increasing customer expectations for telecommunication services make it difficult for telecom service providers to deliver gratifying personalized customer experiences across channels, while simultaneously keeping costs
The COVID-19 pandemic shed light on and magnified the socio-economic discrepancies that exist in disadvantaged populations. People who are economically vulnerable and may have food,
The battle between traditional linear TV services and streaming media devices heats up When watching television and reviewing your on-screen guide, do you ever wish
It is every customer experience business leader’s worst nightmare; a customer service representative engaged poorly with a customer, who then recorded the encounter and made
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