Ready, Set, Go: The Digital Transformation Race Read more

Ready, Set, Go: The Digital Transformation Race

The advent of the Third Platform (Big Data, Social, Mobile, Cloud & Analytics) has generated predictions of increasing innovation, accelerated disruption and broad application adoption. Many of them have come true, but the years ahead are about more than just keeping astride of the growth of third platform technologies. Instead, businesses need to keep their survival in mind. The ability to stay competitive and prosper is not guaranteed by simply embracing the benefits of third platform technologies or even putting the consumer first. One thing is certain: information management is one of the must-haves for a digital transformation strategy.

June 1, 2016
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Top 10 Gartner Strategic Technology Trends - Let us take a closer Look Read more

Top 10 Gartner Strategic Technology Trends - Let us take a closer Look

Not long ago, Gartner Incorporated presented the top trends in technology among most organizations. The findings were released at a 5-day Gartner event in Orlando, FL where the leading minds in the industry met to discuss the year ahead. A strategic technology trend, by Gartner standards, is one that impacts the organization where it is utilized significantly. And by “significant impact”, they mean that the technology trend tends to unsettle the end-user and the business. These trends require significant capital investment, but they also expose businesses to the risk of being late adopters. In this way, the goals, objectives and missions of organizations need to be reconsidered.

May 19, 2016
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Putting the Customer First - ITyX at the 2016 NCSA Conference in Orlando Read more

Putting the Customer First - ITyX at the 2016 NCSA Conference in Orlando

At ITyX 2016 means Customer Service of the Future. Meet our experts from May 16 - 18 to find out more about how we are already crafting this future in our daily work. Besides the official launch of our innovative C2B Platform, we will show various use cases and best practices out of the omnichannel world, from AI based process automation up to self-learning customer services.

May 9, 2016
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Artificial Intelligence Leads the Way to Customer Experience Excellence Read more

Artificial Intelligence Leads the Way to Customer Experience Excellence

Millennials are often labeled as being less social than preceding generations because they use smartphones and tablets sometimes more often than they physically interact with people. For them, however, these devices are not a boundary to communication, but rather a portal that allows them to establish relationships and achieve goals across a vast geographical space.

May 2, 2016
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Information’s Role in Transformation Read more

Information’s Role in Transformation

For some businesses it’s logical and for others a complete mystery that in order to execute a digital transformation process and conduct business in today’s digital world, they need digital and digitized information. Success is unlikely if they are unable to use information and data for maximum benefit improving business processes such as enhancing the customer experience.

April 11, 2016
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The Internet of Things: One thing we can't do without! Read more

The Internet of Things: One thing we can't do without!

While everybody is waiting for the 2016 annual Hype Cycle for Emerging Technologies from Gartner, we can take a step back and take a closer look at 2015.1 One of the main themes is still hot: The Internet of Things (IoT).

March 29, 2016
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The Rise of Text Analytics in Contact Centers Read more

The Rise of Text Analytics in Contact Centers

Today businesses compete for domination in the digital domain. Customers expect good customer service; many businesses fall short because their digital communications are stranded in the past.  It' a safe bet that almost all contact centers in North America provide telephone support. However, there is little doubt about the customer demand for other channels, such as social media and e-mail. These are requirements for the contact center of the future.

March 15, 2016
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Customer Self-service and the Importance of Context Read more

Customer Self-service and the Importance of Context

 In today’s customer service environment, it is essential to offer self-service possibilities. With the use of enabling technologies and features, customers can get the service they require and businesses can provide that service. If intelligent technology is used effectively, the potential for providing contextual, creative service is great and can give businesses a competitive  advantage. Businesses can help diminish their overheads by using an already connected customer base to leverage collaborative problem-solving with strong community elements. This is, of course, the ideal situation.

March 3, 2016
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New world, new customer – What the Insurance Industry can look forward to Read more

New world, new customer – What the Insurance Industry can look forward to

Not too long ago, the topic of a connected world made many people uncomfortable to say the least. Most people were either frightened or livid at the idea of their personal information being accessible to companies and governments at lightning speed.It seems that the future investors have been imagining this long before it arrived, and now the connected world might actually be a reality.

February 16, 2016
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Digital Transformation: May I Help the Next in Line please? Read more

Digital Transformation: May I Help the Next in Line please?

Not long ago, waiting in line was accepted as part of our daily lives. For public services, banks and retail, concert or sporting event tickets – waiting in line was the order of the day. Thanks to modern software, the Internet of Things, and more efficient customer service models and new organizational structures, the norms being challenged. Are you still seeing a line? Something must have really gone wrong!

February 11, 2016
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How Customer Queries are Changing, from Call to Contact Read more

How Customer Queries are Changing, from Call to Contact

 Before the Internet, “word-of-mouth” allowed a business to create a positive impression about the product or service they were offering. Today, with the dominance of Internet-based social media channels, a consumer’s feedback can be much more influential, as their words can reach an incalculable number of eyes in a shorter space of time than ever before. As a result, the modern call center has had to change its approach, and the modern customer is no longer just a voice heard over the phone. The modern customer tweets, likes, posts and emails – and so must the customer service.

February 2, 2016
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