CCE Archives

In Pursuit of an Excellent Customer Experience

By James Pendergast, Senior Vice President, AARP Experience | May 10, 2018 | CCE, CCS, CCW

There’s no doubt about it, for today’s customer experience professional, the current shiny objects in the room are called Machine Learning and Artificial Intelligence – they are the belle of the Customer Experience (CX) ball! Personalizing a customer’s journey with...

How an Intelligent Front Door Helps You Ease into AI

By SmartAction Company LLC | Jan 31, 2018 | CCE, CCS, CCW

“The process of determining what to automate can be a journey because there are so many places to start. I am going to show and discuss a small roadmap example that’s universal to any type of business. A few real-world examples of where to start with AI are an...

Information, Insight, and Analytics Drive Customer Loyalty!

By Carolyn Muise, Vice President, Chief Customer Office, Voice of the Customer, Analytics and Intelligence, Dell | Sep 25, 2017 | CCE, CCW

Carolyn Muise will be presenting the opening keynote, Driving the Organization’s Strategy via Actionable Voice of the Customer at Customer Contact West: A Frost & Sullivan Executive MindXchange in Huntington Beach, California this October. Here, she provides a...

Insight Center: Holistic Big Data and Analytics that Make a Difference

By Burges Karkaria | Sep 14, 2017 | CCE

SESSION ABSTRACT Analytics provides the essential tuning needed to optimize the organizational engine. Big Data (and insights and predictions gained from the same) is becoming more and more a differentiating factor for several progressive companies. This session...

Ten Tips on Customer Service Quality Management

By Rui Santos | Sep 14, 2017 | CCE

Why is it important to know how to manage (and not just how to measure) quality? The world is changing, changing fast. The way people communicate is changing. The way people think and reason is changing. The way people make buying decisions is changing. The reasons...

Moving from Multi-Channel to Omni-Channel Customer Engagement: Intelligent Interaction Analytics Are the Foundation

By Michael DeSalles, Principal Analyst, Frost & Sullivan | Sep 14, 2017 | CCE

Can the sophisticated use of analytics trump the old business advantages of geography, speed-to-market and proprietary technology? Frost & Sullivan believes that contact center insight analytics has the potential to yield significant competitive advantages:...

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In Pursuit of an Excellent Customer Experience

How an Intelligent Front Door Helps You Ease into AI

Information, Insight, and Analytics Drive Customer Loyalty!

Insight Center: Holistic Big Data and Analytics that Make a Difference

Ten Tips on Customer Service Quality Management

Moving from Multi-Channel to Omni-Channel Customer Engagement: Intelligent Interaction Analytics Are the Foundation

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