Women Lead the Way in Contact Center Innovation
At Elevate, we are constantly gathering feedback to improve the customer experience. April Sealy, Vice President of Operations, notes that as the products become easier to use, customer satisfaction increases. The Operations team even created a Customer Effort Score...
An Executive BriefEffortless Customer Experience
Kathy O’Mahony, Homes Direct Manager, AIB, recently presented a Virtual Executive Assembly (VEA) on Effortless Customer Experience to select members of the Customer Engagement Leadership Council, Europe. The Council is the world’s foremost member-driven, global...
Sorting through the RPA Hype – The Introduction
$3B valuations on <$100M in revenue, marketing videos of people building RPA solutions while riding in race cars, suspended from cranes or while doing flips in an airplane… enough is enough. All this hype is grabbing headlines but what should grab your attention is...
Your Front is Different than Your Back
As business leaders are contemplating the promise of artificial intelligence (AI) and automation on digital transformation, many are quickly realizing that a customer’s experience is the sum of each moment: good and bad, direct and indirect, automated and manual,...