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The Contact Center Must Keep Up with Digital Transformation

The term “digital transformation” has grown increasingly commonplace in recent years. The evolution of new technologies and tools has pushed everyone into a ...

Using Speech Analytics to Inform Digital Transformation

Digital transformation isn’t just a buzzword topic anymore. In a world where companies constantly strive to differentiate themselves from the competition, co...

The Future of Digital Transformation in the Contact Centre

Digital transformation has been a buzz topic in the contact centre world for a few years now, and it seems like many of the future trends are already here. A...

Google Powers Digital Transformation at BT

Google Cloud has signed a five-year partnership with BT to accelerate digital transformation and "deliver superior customer experiences". AI will play a sign...

AIB Accelerates Digital Transformation with IBM

AIB has added momentum to its ongoing digital transformation programme by investing €65m into its CX strategy. Teaming up with IBM, the company aims to creat...

40% of SMEs Have No Plan for Digital CX Transformation 

A shocking new study has revealed that 40% of retail SMEs have no CX digital transformation strategy in place. The research, by Wisteria Accountants , also f...

Channel Shift and Digital Transformation: Embracing True Omni-channel Customer Service

Customers are no longer restricted to contacting businesses over the phone. The modern customer journey now takes place over multiple channels, from SMS to s...

Accelerating Cloud-Enabled Digital Transformation

As companies digitize their customer-facing processes, many consider the cloud as a critical asset. Indeed, MarketsandMarkets estimates that the cloud-based ...

Cyara: Succeeding with CX Digital Transformation 

Customer experience is increasingly proving the differentiator between successful and unsuccessful companies - an effect that has only been supercharged by t...

Coca Cola Accelerates Digital Transformation with 8x8 

Coca Cola has partnered with 8x8 to provide distributors and retailers with a secure mobile experience for managing orders and deliveries. Coca-Cola Europaci...

Evolv Talks Digital Transformation and AI in CX

Watch on YouTube . In this session we discuss the following: The challenges faced by companies with their CX in 2021 The barriers companies need to overcome ...

85% of Retailers Improving CX via Digital Transformation

A lack of physical stores and outlets has seen the retail sector seek out improved technologies to boost their CX offering, a new study has found. The 2021 R...

Digital Transformation to Continue Post-COVID

With the possibility of the work-from-home arrangement discontinuing when the situation improves, organisations across Asia-Pacific region will carry on with...

Report Reveals Retail’s 2nd Digital Transformation Wave

Customer Experience (CX) Revolution in Retail , a new research report by Talkdesk, reveals the accelerated change in customer shopping behaviour and expectat...

Salesforce: 87% of UK Customers Demand Digital Transformation Acceleration

Salesforce, the world-leader in CRM solutions, recently introduced the fourth edition of its State of the Connected Customer survey. The report reveals that ...

Five9 - Accessing the Opportunities of Digital Transformation

We caught up with Five9 recently to get their thoughts on the current cloud contact centre marketplace and hear their opinions on industry competitors.

Uncorking the Secrets Behind Jackson Family Wine’s Digital CX Transformation

As the SVP of Marketing and Communications at Jackson Family Wines , Kristen Reitzell has the considerable challenge of bringing the luxury vineyard experien...

TechStyleOS Retells Its Digital CX Transformation, Shares Key Learnings

CX Today's hosts Jack Roberts, the Global Director of GMS Technology & Applications at TechStyleOS. Broadcast from CCW 2024 in Las Vegas, we discuss TechStyl...

PureGym Picks Ceridian to Drive Digital WFO Transformation 

Ceridian announced that PureGym has selected Dayforce, Ceridian’s global HCM platform, to support its rapidly expanding operations and improve employee engag...

NICE inContact Shows that Digital Channel Use is Growing

Leading cloud contact centre vendor NICE inContact recently discovered the growing demand for digital communication channels in their CX transformation benchmark study.

UC, Chatbots & Simplified Patient Comms: The Keys to Better Healthcare

Of all the areas currently undergoing a digital transformation, healthcare stands alone in its need for the absolute personalisation of communication and the highest levels of security.

Deep Dive - "Contact Centre 2.0: The Rise of Collaborative Contact Centres"

UC Today examine the Altimeter Report commissioned by RingCentral which examines the changes digital transformation is enabling in the customer contact centre.

Telecoms & ICT Billing Series: Getting Started with Telecoms Billing Software

In the age of digital transformation, where communication services are becoming ever more diverse, it’s no surprise that billing operations are becoming increasingly more complex and challenging to manage. Consequently, the demand for an efficient and comprehensive solution that simplifies the billing process is higher than ever before.

How IAA Transformed Its Contact Centre with Five9 AI

At CCW Nashville, IAA and Five9 shared how an employee-first, AI-enabled contact centre strategy increased digital engagement, reduced case backlogs and improved NPS. The transformation shows why agent experience, trusted data and strategic partnerships are central to modern CX.

HMRC Selects Salesforce for £2.4BN CRM Program as Overhaul Takes Shape

HM Revenue & Customs has chosen Salesforce over Pegasystems in a £2.4BN contract tender for its CRM program. The decade-plus agreement adds an AI-driven customer data layer to a wider transformation of the U.K. tax authority’s contact center and digital services.

Contact Centres 2020: The Future of Contact Centre Solutions

Few of us need reminding of just how much digital technology has changed telecommunications over the past two decades. If anything, the pace of transformation appears to be accelerating still, meaning it is anyone’s guess what that landscape will look like in another decade’s time.