Interactive Voice Response System (IVRS) is an automated technology that permits interaction with a customer (end user/caller) with the support of a DTMF (Dual-Tone multi-frequency) keypad and voice input. IVR mechanism is the perfect way to route customer calls. It helps customers resolve their queries/issues 24/7*365 days with the menu [...]
Being in charge of a customer-experience (CX) transition can be stressful. Many leaders are hesitant to begin because they are intimidated by the numerous hurdles of implementing change across practically every organizational silo. However, this hesitancy poses genuine hazards to the company. COVID-19 has caused significant adjustments in consumer [...]
In our first blog in this series, we threw down the gauntlet and challenged you to envision your future positioning with 5G adoption and what it means for your Digital Assurance strategy – are you going to be a leaper, a leader or a laggard? In our second blog on [...]
Forrester defines digital experience platforms as “software to manage, deliver, and optimize experiences consistently across every digital touchpoint.” According to a survey conducted by Forrester in Q3 2021 on Digital Platform Experiences, Salesforce was named as a leader in “The Forrester Wave” Report. The key statement in the report says, “Compared with other vendors we evaluated, Salesforce shows [...]
In today’s digital era, enterprises involved in travel and hospitality are defied to transform their operating models that are critical for actuating and handling collaborative and on-site guest experiences which are receptive to customers’ wants. There is a need for enterprises to embrace the latest technologies such as Artificial Intelligence (AI), Big [...]
The Covid-19 pandemic has changed the way we do business. It has brought the digital eCommerce to centerstage, driving shoppers to buy products online like never before. According to the latest Digital Commerce 360 analysis, “Consumers spent $861.12 billion online with U.S. retailers in 2020, up 44.0% from $598.02 billion in 2019. Online spending represented 21.3% of [...]
In today’s world of digitalization, the top motive for enterprises is to ensure a robust digital customer experience. However, tracking this experience has been a challenge for eons. The advent of emerging technologies such as Artificial Intelligence (AI)/Machine Learning (ML), 5G, Internet of Things (IoT), and Big Data & Analytics, has made measuring customer experience possible now. According to Ed [...]
