Tag: customer experience

July 12, 2024

Every cloud user I chat with tells me that cloud security is complicated. Why is that, why is it a surprise to enterprises, and what might change things, for better or worse? It goes back to the Internet, the desire […]

May 15, 2024

In this week’s No Jitter Midroll (NJM), we catch up on some of the Avaya news out of Avaya Engage, including Calabrio’s latest integration with Avaya; Alvaria’s expanded partnership with Avaya; Afiniti’s eXperienceAI integration into the Avaya Experience Platform (AXP); […]

February 22, 2024

If you are like me, you walk the exhibit hall at Enterprise Connect with a plan of the booths you definitely want to visit – to see a demo, visit with a solution provider or talk to an expert. Along […]

February 16, 2024

Welcome to No Jitter’s Conversations in Collaboration series. In this current series we’re asking industry leaders to talk about how AI can boost productivity – and how we define what productivity even is – with the goal of helping those […]

February 8, 2024

It is widely recognized that customer experiences (CX) and employee experiences (EX) are interrelated and can significantly impact business performance. In 2024, customer service leaders will continue to prioritize improving employee performance and development. One effective way to do this […]

February 5, 2024

Predicting the future may seem like a fool’s errand to some, but modeling the year ahead is part of planning that every global company has to do. It’s not about being Nostradamus; it’s about being prepared. As the head of […]

February 1, 2024

In the past few years, we’ve lived through a messaging renaissance, a reformation, and a restructure. For 2024, Brad Roldan, GM/VP of Product, Programmable Messaging at communications platform provider Bandwidth, what’s to come this year is summed up in his […]

January 23, 2024

Monty Python fans know that nobody expects the Spanish Inquisition, but we all expect the AI invasion to continue into 2024. Unified communications and contact center vendors have been enhancing their products with all types of AI functionality, and while […]

January 17, 2024

In 30 years as an independent consultant, I have seen so many industry ups and downs, technologies being introduced or falling out of use, predictions, acronyms, and bleeding-edge solutions. Reflecting on 2023, I saw some disturbing situations that I hope […]

January 10, 2024

While business priorities ebb and flow year over year, improving customer experience (CX) comes up again year after year. Through a pandemic, social changes, climate issues, and more, CX initiatives seem to bubble to the top of every IT leader’s […]

January 8, 2024

For years, contact center, and then CCaaS, vendors have shouted the message loud and clear, “voice is not dead.” Even in the past three years, this site has run articles from practitioners who say that voice is still the preferred […]

January 4, 2024

To help frame No Jitter’s year-end 2023 retrospective coverage, No Jitter (NJ) created a word cloud from the weekly No Jitter Roll (NJR) articles – as shown in the following graphic. As the word frequency list shows, “AI” was used […]

January 2, 2024

With all the hype around artificial intelligence over the past few years, you’d think we would be tired of AI and moving on to the next big thing in customer experience (CX) by now. However, per our sneak peek at […]

December 19, 2023

As part of our coverage of the year that was, 2023 edition, we asked Mila D’Antonio of Omdia to provide her thoughts on a few trends that emerged through a year of weekly No Jitter Roll coverage. One of the […]

December 7, 2023

Generative AI stole the show at AWS re:Invent recently, as it has at almost every other event this year. A really interesting wrinkle on this 2023 event trend: how generative AI will shape the future of contact centers “Pasquale DeMaio, […]

December 1, 2023

Generative AI (gen AI) could boost customer service by improving self service, and it could boost customer service by improving live agent assistance. Chad Hamblin, Director of Business Strategy with Microsoft and Simon Bamberger, Managing Director and Partner, Boston Consulting […]

November 20, 2023

In the conversations I have with customers, channel partners, and colleagues, the subject of Artificial Intelligence almost always comes up, especially conversational AI. There are good reasons behind this. AI is perhaps the most exciting innovation to enter the market […]

November 8, 2023

GITEX GLOBAL 2023: FIVE THOUGHTS ON AVAYA The world’s largest technology show, GITEX Global, was recently held in Dubai. As was the previous case, Avaya invited a handful of analysts to be part of the 200,000 attendees to see the […]

November 7, 2023

No Jitter (NJ) spoke with Paul Harraghy is the Vice President of Care at VistaPrint about the customer experience he’s helping to build. He oversees the brand’s global customer care teams in Tunis, Berlin, Manila and Montego Bay. Prior to […]

November 3, 2023

The current incarnation of AI is the biggest tech breakthrough since the Internet. So far, we’ve only seen the tip of the iceberg. Big data and expanded computing power have paved the way for a new artificial intelligence (AI) whose […]