As organizations prepare to deploy GenAI they must think through the technology change and process, workflow, and organizational structural changes that will be required to make best use of its business potential. It will also require close attention to the “human side” of the changes that GenAI will bring.
While CX programs remain a high priority for organizations, there is much to think about to ensure costs and expectations are managed to be successful.
Brands that merge automation and intelligent tools with human ingenuity and compassion will corner the market on good customer experiences.
The CPaaS market is driven by new tools and technology allowing providers to simplify, automate, and amplify customer experience excellence.
Many brands underestimate the impact of brand loyalty and brand advocacy on the cost of customer acquisition.
The digital world is reshaping how organizations build customer journeys using technology to gain competitive advantages and build positive customer experiences.
The magic moments in a customer’s experience that create a loyal and trusting customer are getting smarter, faster, and more…
Eight years ago, IDC initiated its research on digital transformation, tracking early enterprise innovation and experimentation that typically focused on…
Customers expect a real time experience. Strategic use of streaming data across departments allows for a better customer experience.
