Brands used to differentiate themselves based on product quality, the people they had, or price. Not so today, as customer experience reigns supreme.
An interesting data point from my research is that today, 90% of organizations compete on CX compared to only 27% five years ago. In many cases, a single, bad experience can mean losing a customer.
Collaboration vendor Zoom is holding its annual user event, Zoomtopia, in San Jose this week. While the company made many announcements, the highlight of CEO Eric Yuan’s keynote was the introduction of Zoom Docs, which puts Microsoft Word and Google Docs in the crosshairs.
The end of summer is here, which means for those of us in the communications space, it’s time for Gartner to release its updated Magic Quadrant for Contact Center as a Service.
Unlike in years past, where the year-over-year difference was negligible, 2022 to 2023 saw significant changes and surprises. Below are the notable points from the 2023 CCaaS Magic Quadrant.
Today’s companies have difficulty acquiring the right talent, as evidenced by ManpowerGroup’s 2023 Talent Shortage Survey, where 77 percent of organizations stated that it’s challenging to find skilled workers.
The Boston Red Sox, one of the iconic names in the world of baseball, is reinventing the fan experience. In an age of data-driven decisions and personalized outreach, the Major League Baseball team is tapping into generative artificial intelligence to revolutionize its marketing campaigns.