Of what do you think when you hear the phrase, ‘customer experience’? Most immediately presume a reference to the interaction a customer has when they engage a vendor or brand. While that’s certainly not incorrect, it’s a very limited view when considering the multi-dimensional aspect of a customer experience with a cloud-based software vendor. In…
1. Everything from infrastructure to software will be in the cloud While most contact centers have transitioned their customer relationship management (CRM) systems to the cloud over the past decade, the transition of other aspects of the contact center has only recently truly begun to pick up steam. The contact center of the near future…
Boy has the world changed since 1995! Every aspect of the customer experience from marketing and sales to customer service and support has been turned on its head. Customer experience has changed more in the last 20 years than in the prior 200 years combined. Not surprisingly, this has affected the part of a business…
Against the Herd 