by Joe Rice | Dec 5, 2022 | Deployment, Marketplace and Vendor Navigation
To successfully execute your Customer Experience strategies, good technology vendor relationships are just as important as good technology. Even with the most cutting-edge solution, a strained relationship with the vendor can hinder progress. Vendors act as an...
by Joe Rice | Dec 5, 2022 | Design, Planning
A successful CX transformation involves more than just implementing new technology. One of the key factors of any CX project is the operating model you build moving forward. Gartner writes that an operating model “is the blueprint for how value will be created and...
by Joe Rice | Dec 2, 2022 | Finance, Planning
It sounds like a simple question, and you’re probably thinking: Yes, of course, I do! The business is operating, my staff is getting paid, and everything is working as it should. That means we have enough resources, right? But IT transformation takes more than that....
by Joe Rice | Dec 1, 2022 | Design, Planning
In today’s digital age, customers interact with brands through various channels including social media, live chat, phone, and email. As a result, it’s become more critical than ever for businesses to have a robust omnichannel contact center solution in...
by Joe Rice | Nov 14, 2022 | Design, Selection
Taylor is a wizard of contact center technology because he has been on both sides of the contact center. First as an Agent on the end user’s side, where terrible digital employee experience led him to want to learn more about the technical side of things, and now...