Why Care About Customer Journey Analytics?June 5, 2020May 2, 2021Analytics, Customer Experience (CX), Customer Journey Analytics (CIA), Posts, Publications, Strategy
It’s Time for a Real Digital TransformationNovember 19, 2019May 2, 2021Best Practices, Customer Experience (CX), Digital Transformation, Management & Operations, Posts, Publications, Strategy
Contact Center Quality Assurance is Essential in All ChannelsMay 25, 2018Digital Transformation, DMG in the News, Omni-Channel Contact Center, Posts, Quality Management / Analytics Enabled QM (AQM)
Chat Is Not Replacing the Voice Channel for Customer ServiceNovember 8, 2017Channels [Contact Center], Omni-Channel Contact Center, Posts
The Omni-Channel Agent ExperienceAugust 2, 2017Channels [Contact Center], Omni-Channel Contact Center, Posts, Servicing Applications, Technology & Applications
Are You Ready for Digital Transformation?August 1, 2017Channels [Contact Center], Posts, Strategy, Technology & Applications