Tag: personalization

April 28, 2022

Earlier this month, Twilio, a cloud communications provider, published research from its third annual State of Customer Engagement Report. The annual report highlights the challenges business-to-consumer (B2C) enterprises face regarding consumer loyalty, trust, and digital fatigue. Twilio relied on three […]

October 25, 2021

We all tend to think of a contact center as a people-driven area of the business — a department where customers can connect with living, breathing resources to get the support they need. So, it’s no surprise that we don’t […]

September 22, 2021

In recent years, artificial intelligence (AI) has migrated from academic labs to the business world with the promise of practical applications. AI initiatives have demonstrated a reliable payoff for many sectors, and continued growth is a sure bet. The “MIT […]

July 20, 2021

We now live in a world where artificial intelligence (AI) understands people’s emotions and sentiments and therefore makes informed and data-driven decisions with the intent of improving customer engagement through personalization. Personalization begins with empathy. To achieve, hyper-personalization enterprises must […]

June 29, 2021

With the acceleration of cloud migration and digital channel usage in contact centers worldwide, a new imperative is emerging for companies to capitalize on these shifts and to ensure continued relevancy: providing deeper personalization. Delivering personalized, contextual conversations is not […]

April 28, 2021

As organizations face rising customer expectations for personalization and interaction, the limits of on-premises contact centers are evident. IT decision makers in the public sector have been adopting cloud-based contact centers to address this concern. According to a recent study […]