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  • 1.  Customer Experience in the News

    Posted 01-13-2017 18:39

    CX News - week of 12 January 2017


    Unified Communications

    Search Unified Communications journalist Katherine Finnell recently wrote an article examining key trends affecting organizations in 2017. Additionally, Katherine gathered insights from industry analyst such as, Frost & Sullivan’s Nancy Jamison and Gartner’s Noah Elkin.


    Artificial Intelligence

    Forbes contributor Bernard Marr discussed the integration of analytics, Big Data and AI into the call center landscape permanently. Marr points out there are various ways companies can utilize data for enhancing their call centers – specifically through predictive analytics, speech analysis and NLP.


    Call Centers

    WSJ’s Ryan Knutson highlights consumers’ greatest fear regarding social media, and what users’ data is really used for. Knutson points out that the next phase of the call center evolution will assign customer service representatives to callers based on what they’ve said on their personal Facebook accounts.



    Independent Retailer recently ran a contributed article from BIllPro’s Director of Marketing & Communications, Kirsty Tull. In the piece, Tull discusses how the success of omnichannel companies is dependent on the amount of focus they put on their consumers. Additionally, Tull explains the value in giving customers the same experience both inside the store, as well as through mobile and desktop views, as it is a key component for retention and success.

  • 2.  RE: Customer Experience in the News

    Posted 02-01-2017 14:24

    The social media combination with contact centers topic is always an interesting one to me.  

  • 3.  RE: Customer Experience in the News

    Posted 02-01-2017 15:58

    Agreed, @Shanti Lall. I also get excited about the potential for machine learning and predictive analytics. Cool stuff. Thanks for posting, @Randy Carter!

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