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Customer engagement

Zoom Video Communications (Zoom) acquires Five9, a fast-growing provider of intelligent cloud contact center tools to improve customer experience in a more ‘hybrid world.’ A look at the ‘what’ and ‘why.’ Ongoing automation, digitization, and digital transformation initiatives across business, society, and work call for digital customer engagement possibilities that...
Customer-centricity: what is it and what does it even mean to be customer-centric? "Becoming more customer-centric." Just like "enhancing the customer experience," it comes back as a goal in virtually all digital transformation projects, as a benefit that can be achieved with an emerging technology or class of enterprise...
Trust in major institutions, media, business, CEOs, government and social (to name a few) has sunk to an all-time low since Edelman started publishing its annual Trust Barometer in 2012. CEO credibility dropped 12 points globally to an all-time low of 37% (2017 Edelman Trust Barometer) People now see media as...