Keith Dawson's Analyst Perspectives

Why Intelligent Self-Service Is the Tip of the Spear for CX

Posted by Keith Dawson on Mar 29, 2023 3:00:00 AM

Organizations looking to improve the customer experience and contact center operations should closely examine the processes at work in the front-end self-service environment. Technology advancements are converging at this gateway, including artificial intelligence, chatbots and knowledge management. The front end of the customer interaction offers a greater opportunity for customer engagement than most organizations realize.

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Topics: Customer Experience, Self-service, Contact Center, Knowledge Management, Chatbots, agent management, Intelligent Self-Service, Conversational AI

Qualtrics XM Platform Zeros in on Customer Experiences

Posted by Keith Dawson on Mar 27, 2023 3:00:00 AM

Modern business relies on having a clear, continuous understanding of customer perceptions and intentions. That insight is increasingly used to deliver them experiences that they would consider excellent, in turn leading to higher satisfaction and more profitable relationships. Qualtrics, a provider of Experience Management (XM) software, focuses on creating applications that analyze customer interactions and feedback so that different teams across the enterprise can better identify opportunities and challenges.

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Topics: Customer Experience, Voice of the Customer, Contact Center, agent management, Customer Experience Management

8x8 Pivots to Emphasize Contact Center Technology for CX

Posted by Keith Dawson on Mar 23, 2023 3:15:00 AM

At its March 2023 analyst conference, 8x8 described a significant pivot in its focus. Going forward the company will be emphasizing the Contact Center (CCaaS) side of its portfolio, which to this point has represented a small portion of its overall sales. It made several product announcements to bolster the argument that it can effectively meet the needs of complex contact center operations while continuing to provide business users with a UCaaS solution. The overall XCaaS platform is aimed at both markets, which have been converging for several years.  

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Topics: Customer Experience, Contact Center, Customer Experience Management

Making Automation Easier for Contact Centers

Posted by Keith Dawson on Mar 2, 2023 3:15:00 AM

Contact centers are very often keen on optimizing their costs through automation. Technology vendors supplying this market have recognized this need, and in the past few years, they have been putting workflow and automation tools front and center in their offerings. This has raised some questions among practitioners about the most effective strategies for implementing automated processes.

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Topics: Customer Experience, Contact Center, agent management, Intelligent Self-Service