Over 60% of business leaders are re-evaluating how much they will be investing in change & transformation since COVID-19

New research from Gobeyond Partners, the consulting firm focused on customer journey transformation, and Webhelp, Europe’s leading provider of outsourced customer engagement services, has revealed that over 60% of business leaders are re-evaluating how much they will be investing in change and transformation since COVID-19, yet only a third of survey respondents are committing to a higher spend in this area. Continue reading Over 60% of business leaders are re-evaluating how much they will be investing in change & transformation since COVID-19

Gartner Reveals Two Actions Customer Service Leaders Must Prioritize to Increase Customer Loyalty and Mitigate Disloyalty

In today’s uncertain and volatile environment, customer service must play a larger role in driving both customer retention and also growing customer loyalty, according to Gartner, Inc. However, most customer service organizations attempt to do so by leaning heavily on initiatives to improve service experience quality. Continue reading Gartner Reveals Two Actions Customer Service Leaders Must Prioritize to Increase Customer Loyalty and Mitigate Disloyalty

Lifesize Acquires Kaptivo to Fuel Next Generation of Advanced Collaboration

Lifesize®, a global innovator of immersive enterprise communication solutions, announced the acquisition of Kaptivo, a digital collaboration solutions company. With the addition of Kaptivo, Lifesize further expands its portfolio of cloud-based unified communications and collaboration (UCC) solutions for contact centres, video conferencing and meeting rooms with a new suite of advanced collaboration tools. Continue reading Lifesize Acquires Kaptivo to Fuel Next Generation of Advanced Collaboration

PGi Survey Confirms Work from Home Could Be the Next Normal

While many employees may not have a definitive timeline to return to work, nearly 71% of employed Americans working from home due to COVID-19 say they are able to collaborate just as well using video conferencing while working from home as they would in an in-person meeting, according to a new online survey commissioned by PGi and conducted by The Harris Poll. Continue reading PGi Survey Confirms Work from Home Could Be the Next Normal

Global Study Finds organisational CX Maturity is Rising but Gap Between Leaders and Laggards is Widening as AI Race Accelerates

LogMeIn announced the results of a new commissioned study conducted by Forrester Consulting designed to help customer experience (CX) decision makers evaluate their current state, identify gaps and define a strategy for optimisation. Continue reading Global Study Finds organisational CX Maturity is Rising but Gap Between Leaders and Laggards is Widening as AI Race Accelerates

SP Madrid enables 100+ Contact Centre Agents to Work Remotely using Ameyo

Ameyo, an omnichannel customer engagement platform, announced that it has enabled SP Madrid, a BPO Collections Leader in Philippines, move its 100+ agents to Remote Contact Center Solutions in less than 2 days, overcoming the challenge of low internet connectivity and bandwidth issues. Continue reading SP Madrid enables 100+ Contact Centre Agents to Work Remotely using Ameyo

Asian Startups Change the Customer Experience Game with 8×8 Communications APIs

8×8 announced Asian startups Janio Asia and Coda Payments are using 8×8 Communications Platform as a Service (CPaaS) to more effectively reach customers anywhere. 8×8, through its Wavecell acquisition, recently launched CPaaS programmable applications, APIs and delivery capabilities beyond the Asia Pacific region to organisations in the US and the UK. Continue reading Asian Startups Change the Customer Experience Game with 8×8 Communications APIs