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Extreme Digital Experience Makeover: Contact Center Edition

Digital-first customers leave your brand for a competitor if you don’t meet their service expectations. And their journeys often start with a Google search or in other digital channels long before speaking with agents. Can your system keep up? If not, it’s time for a digital experience makeover.  In this eBook, you’ll learn: Plan your […]

The ROI of Smart Self-Service: Using Modern Tools to Delight Modern Customers

In the latest Aberdeen research report, “The ROI of Self-Service: Using Modern Tools to Delight Modern Customers,” access key data on the value of evolving your self-service solutions and incorporating strategies such as: Access the research to refine your digital strategy. Download The ROI of Smart Self-Service: Using Modern Tools to Delight Modern Customers Whitepaper

Enlighten XO: Accelerating Digital Transformation

Businesses are spending 100 times more on live service than on self-service, but when self-service channels are not working, customers are becoming frustrated. Digital channels are becoming customers’ preferred interaction points, a trend has that only accelerated with the pandemic. In 2020, according to Forrester Research, U.S. companies saw “enormous increases in self-service and digital […]

Turn Complaints into Business Opportunities with Enlighten AI

Consumer complaints have high stakes for companies, particularly those in regulated industries such as financial services. Complaints can affect an entire organization, from risk and compliance to customer service, marketing, and more.  Enlighten AI streamlines complaint management programs by identifying and classifying every interaction that contains a complaint and automating a closed-loop remediation and reporting process, […]

Reimagining the Power of Self-Service: How to Deliver CX to the Digital Doorstep

The world of customer experience (CX) has shifted, with most customers now preferring self‐service to live agent assistance. The pandemic has accelerated this process, creating an urgent need for companies to accommodate their customers with quick and effective interaction options. Since customers expect instant gratification, digital transformation is imperative for brands to stay competitive. However, […]