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Your customers want their problems solved, and they want them solved now. Not when your contact centre opens at 8 am, not when they progress in the queue to finally speak to a human. And they want it on their device or channel of choice....

Traditional business planning models say that the business strategy should dictate the technology strategy which in turn dictates the CX technology we implement. But what if we have this upside down? If we’re striving to be customer-centric, why are our customers at the bottom of...

Traditional business planning models say that the business strategy should dictate the technology strategy which in turn dictates the CX technology we implement. But what if we have this upside down? If we’re striving to be customer-centric, why are our customers at the bottom of...