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Customer Engagement

Paul Stockford, Chief Analyst, Saddletree Research, mentioned in a recent blog post that “the contact center industry will be all about automation” in 2018. Does your organization have a strategy and plans in place for automation innovation? Verint’s Customer Advisory Board (CAB) met earlier this ...
The authors of the recent McKinsey Quarterly article, What does automation mean for general and administrative (G&A) and the back office? state that when it comes to Robotic Process Automation (RPA), “Getting started is the easy part … But scaling is hard.” 1 Many customers are jumping into ...
In a recent survey by Ovum, executives were asked to describe the primary objectives of the back-office areas within their businesses. (Click here to download the Ovum report.) They had two primary concerns: execute work at the lowest cost and improve customer service. These objectives mirror the ...
As an industry analyst, I speak and write about a number of significant trends in the financial services industry. And lately that means covering “big” topics like core banking replacement, digital channels and the need for customer (re)engagement. These are all important discussions to have in the ...

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