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Top Barriers to Digital Transformation: Part 3

This post is the third in a series of posts on the top 5 barriers to digital transformation. In our last post, we talked about the obstacles posed by organizational silos and lack of effective change management. In…

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Top Barriers to Digital Transformation: Part 2

In our last post, we talked about the slow pace of digital transformation, identified five top barriers to digital transformation, and reviewed the first barrier: the cost of maintaining legacy systems. Today we’ll continue what we started and…

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The Top 5 Barriers to Digital Transformation

It should no longer come as a surprise to anyone that digital technology has revolutionized the business landscape. With the recent announcement that Apple has become the first trillion-dollar company in history, digital technology is set to be…

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Why your digital customer service solution needs to include email

In our previous post, we looked at the hidden costs of digital silos for digital customer service agents; namely that multi-tasking reduces productivity and makes us less resilient. Research shows that digital customer contact centers are losing as…

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Every customer is a digital customer: the growing digital customer expectation gap

While it’s true that digital technology continues to revolutionize the business landscape at a blistering pace, making it hard to anticipate with certainty what the future might look like even just three years from now, let alone five…

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The importance of omnichannel customer service for credit unions

It sometimes seems weird to think that the launch of the first iPhone – what many people commonly think of as the “first” smartphone (at least in the way we think of smartphones today) – happened in 2007….

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2018 Is The Year Companies Are Making Decisions About Digital Desktop

A fundamental shift has occurred in the way that business is approaching strategy for digital desktop in the contact center. Companies are no longer having conversations about if they need to move forward with a digital strategy, nor…

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The Inevitable, Part I: Data Goldmines

Data Goldmines

Inspired by ideas from Kevin Kelly’s New York Times bestseller, The Inevitable: Understanding the 12 Technological Forces that will Shape the Future, this blog series looks at the inevitable technological shifts which will make or break the companies…

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Customer Experience is the New Marketing; Innovative CX is the New Differentiator

Proactive customer service via pop - inviting to text, live chat, or message

Video: Customer Experience is the New Marketing The world of business has changed – irreversibly so. Traditional differentiators need not apply In the past, companies could differentiate themselves from competitors by price or quality. However, in an increasingly…

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From Call Center to Digital Contact Center: A Blast from the Past Rockets into the Future

InTheChat scales digital contact channels using phone-based processes

Though contact centers recognize consumer demand for digital channels is on the rise and shows no signs of stopping, digital interactions are not meeting their expected levels, indicating that companies have not been implementing the strategies necessary for…

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