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Industry Perspective: Customer Experience in the Telco Industry

This week, we wanted to share our take on a recent article from K.C. Neel, which takes a look at the evolving role – and increased use of big data – to enhance the customer experience within the cable, satellite and telecommunications industries. In markets like the US, the customer experience is vital to cable Read More

Data-Driven Marketing Doesn’t Work in a Silo

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

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

The State of Customer Service in 2014

As we are well into the holiday season, we wanted to take a look at our recent survey, done in collaboration with Harris Poll, and consider the findings as they pertain to the contact center during this busy time of the year. When it comes to holiday shopping, brands are focused on two things:  driving Read More

Improved Multichannel Data Integration Through Purpose-Built Customer Engagement Analytics

A recent report from Ventana Research, “Next Generation Customer Analytics,” shows a growing customer expectation to reach companies through a multitude of channels, ranging from email to text, social and even instant messaging and video applications. Although widened availability to brands potentially creates an enhanced consumer experience, it also creates new challenges for companies with Read More

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