How Integrating Your Content Center with CRM Bridges the CX Gap

How Integrating Your Content Center with CRM Bridges the CX Gap

Mark Pendolino Mark Pendolino | Thursday, January 11, 2018

Contact centers are largely Omni channel today, which means that customers can get in touch using not just the phone but also various forms of web and mobile-based applications like email, chat, and social media. Telephony and web infrastructure are major concerns in contact center management, but so is the access to information in delivering excellent customer experience.

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How and Why CMOs Need to Use Data Science to Improve the Customer Experience

How and Why CMOs Need to Use Data Science to Improve the Customer Experience

Mark Pendolino Mark Pendolino | Thursday, November 9, 2017

Customer experience (CX) is how brands have to differentiate themselves today. It’s what ultimately matters not only for attracting new customers, but also for customer retention. After all, it is far more difficult and expensive to find new customers than retain the ones you already have. While there are several aspects of CX that come down to user experience and customer service skills, today CX is also largely driven by data science.

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Guest Post: Artificial Intelligence On The Rise In Australian Contact Centers

Guest Post: Artificial Intelligence On The Rise In Australian Contact Centers

James Witcombe James Witcombe | Wednesday, June 28, 2017

Editor’s Note:This guest post, by James Witcombe of SMAART Recruitment, features an interview with PTP’s Erni Mededovic and highlights the rise of artificial intelligence in Australian contact centers, and it’s connection to customer experience.  

Australian contact centers are taking a steady and careful approach to introducing artificial intelligence (AI) into their contact centers. Around 7% of Australian contact centers currently use AI in their interactions with customers, with an additional 11% planning to introduce it in the coming 12 months. A high percentage of remaining contact centers are currently exploring the idea, however 44% of contact centers have no intentions to introduce AI.

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