The Four Dimensions of the Customer Experience [White Paper]

The Four Dimensions of the Customer Experience

To succeed in today’s digital environment, companies must embrace the Customer Experience (CX) as an omni-channel composition of many interactions. In addition to a deep understanding of all the possible ways customers may engage with your organization, a similar level of understanding of customers, products and usage patterns, in conjunction with those engagement channels, provides…

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Cloud Security – Extending Your Cyber Fortress to the Cloud [White Paper]

Cloud Security

Is your organization considering a move from on-premise systems to the cloud, but concerned about information security? Are you already using the cloud, but uncertain about how well your networks and data are protected? The transition to cloud computing is transforming businesses and IT departments worldwide, yet all too often, security is an afterthought. It…

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Modern Identity Management Promises to Improve BOTH Security and Customer Experiences [White Paper]

Modern ID Management

We are at an inflection point – the digital economy has added complexity and cost to the process of delivering exceptional customer experiences (CX), while at the same time, technology innovations have raised customer expectations regarding how that experience should unfold. The challenge of providing high quality CX is complicated by policies, processes and regulatory…

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Customer Centric Business Transformation [White Paper]

Customer-centric business transformation

Businesses and entire industries have been turned upside down seemingly overnight by new market entrants that correctly identified and capitalized on ways to provide better customer experiences. It is not just newcomers who beat the competition and acquired larger market shares through a customer experience (CX) focus: Apple is an example of a pre-existing giant…

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Ten Signs that it’s Time to Upgrade Your Contact Center

time to improve call center

Most companies recognize the importance of continually investing in customer service and customer experiences. However, technologies and business problems are rapidly evolving making it difficult to consistently stay ahead of the competition.  Here are ten quick areas to evaluate that may indicate you have an important problem to address: Confusing or Hidden Telephone Numbers – Do…

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In Process Redesign/Optimization Efforts, VCVE : I Metrics are the Key to Success

Business process redesign

Process redesign efforts can be daunting. Organizations have many lines of business and functional departments, myriad business applications and complex workflows that have evolved over the years, all of which are frequently only partially documented. However, by examining a few key metrics, organizations can streamline re-engineering analysis and quickly identify areas with the potential to…

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Preparing to Become an Intelligent Enterprise: a Five-Tiered Approach

Intelligent Enterprise Services

The fundamental distinction of the Intelligent Enterprise from its analog and digital predecessors is in the extensive use of data. While data is used today by businesses of all types, the sheer amount of data captured – both structured (e.g. databases) and unstructured (e.g. social media content) – is what is driving the Intelligent Enterprise….

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Five Key Steps to Align Customer Experience with Evolving Customer Expectations [White Paper]

customer experience team

Today’s most competitive companies have committed to providing effective Customer Experiences (CX). Those that are considered CX leaders in their respective market segments, typically outperform the S&P by 35 percentage points. Conversely, poor customer service costs US companies over $60 billion annually. According to Forrester, 72 percent of businesses indicate that CX improvement is now…

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How to Avoid Extinction in the Age of Digital Disruptive Technology [White Paper]

Legacy technology

Our latest white paper focuses on the urgent need for many companies to find their way from their current status struggling with legacy technologies to generating competitive advantages with emerging technologies like artificial intelligence and machine learning. Here are some clear warning signs that your organization is lagging behind and needs to move into a…

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The Time to Invest in Cybersecurity is Not After a Breach

cyber shield

A major credit-reporting company recently disclosed that hackers possibly gained access to the personal information of 143 million US consumers, or roughly half the US population. In a statement made on the day of the public disclosure of the breach, the company’s chairman and CEO vowed to increase cybersecurity spending. Of course, this is the…

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