With customer service and customer experience gaining the attention they deserve (well, the customer really) and the contact center being in transformation from the organizational and functional viewpoint amid fast changing technologies and customer expectations, the vendor landscape is changing too.
As there is no single solution that can tailor...
At the 2015 edition of the Customer Contact Expo in London, several keynotes and workshops stood out. One of them, presented by Dimension Data's Paul Scott (read an interview) had a title that leaves little room for interpretation: 'Go Digital or Die!'.
It's a message that could apply to many...
Matthew - Matt - Dixon is Group Leader, Financial Services and Customer Contact Practices at CEB (Corporate Executive Board). If that doesn't ring a bell: Matt also wrote "The Challenger Sale: Taking Control of the Customer Conversation” and "The Effortless Experience: Conquering the New Battleground for Customer Loyalty".
Effortless (customer)...
