This week I want to share a recent article that appeared on Forbes.com, which calls out the analytics industry as a catalyst for helping brands drive better customer engagement. According to a Forbes Insights survey referenced in the article, 74% of organizations that identify as early adopters of data-driven marketing programs also cite having achieved Read More
Industry Perspectives: Customer Context and Adaptive Real-time Routing
This week, I’d like to highlight a great new report that echoes much of what we’ve been saying about the future of contact centers. A recent report from Donna Fluss of DMG Consulting “CRM + ACD = Personalized Service” provides further proof that Big Data is ushering in a new era of customer service and Read More
Using Big Data to Deliver Better Solutions: Industry White Paper
This week I’d like to share a new whitepaper “Big Data and its Impact on Contact Centers” from a kindred spirit, the Daitan Group. In the white paper, Daitan discusses how major brand contact centers are seeing an uptick in the adoption of analytics programs in an effort to better understand and interact with their Read More
