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Athens, Greece – June 18th, 2024 – E-Insight, in collaboration with NICE, hosted an exclusive event at the Crown Plaza in Athens, Greece, unveiling the latest innovations in customer experience (CX) technology. This event provided a unique platform for industry leaders to discuss challenges and explore advanced solutions to enhance customer service. The event featured […]

If I asked you what today’s contact centers are most concerned with, what would you say? I bet customer service and efficiency make your list. If you work in a large healthcare, financial services, or insurance contact center—then security is probably right at the very top. Security, CX, and Costs: Things that keep contact center leaders up at night The bad […]

Customer expectations and regulations have changed significantly since Harry Gordon Selfridge coined the phrase “The customer is always right” more than 100 years ago. In this continually changing environment, where companies are increasingly competing on service, contact centers can no longer handle complaints manually—to do so risks fines, reputational damage, lost customers, a missed opportunity […]

There will always be a need to improve customer journeys, whether you’re Apple, or a small business, or a public sector agency trying to make experiences smoother for citizens. Whoever coined the phrase “customer journeys” was brilliant. Just think about a road trip across your state or country. Stretches of the road are smooth, but some are […]

I’m excited to share that Disney, Verizon and T-Mobile are just a few of our customers that will take the stage at Interactions Live 2022 to share how they ensure frictionless CX. Join me to hear these and more inspiring keynotes from top companies, participate in insightful breakout sessions that’ll help you nail your CX […]

15 Απριλίου – 18 Απριλίου   Συμμετέχουμε και σας προσκαλούμε στο περίπτερό μας: C7/A (.pdf πρό­σκλη­ση ΕΔΩ)   Οι επαγγελματίες της Ηλεκτρονικής Ασφάλειας, του Έξυπνου Οικιακού & Κτιριακού Αυτοματισμού, των Τηλεπικοινωνιακών Συστημάτων & Δικτύων δίνουν «ραντεβού» από 15 έως 18 Απριλίου στο M.E.C. Παιανίας, στην πληρέστερη έκθεση Security/Automation/Telecom & Networks. Η συνδυαστική διοργάνωση με τον υπέρτιτλο ISS – από τα αρχικά […]

Contact center customer experience (CX) leaders say adapting to client needs is the No. 1 goal driving their digital transformation activities, according to a recent report by Aberdeen. Meeting these needs enables customer centricity, creating a positive experience for the customer and ultimately a long-lasting, loyal relationship. But many organizations fall short of their digital […]

One of the world’s 10 most valuable brands and iconic fast-food franchisor recently made a number of welcomed changes. Faced with declining sales, this beloved fast-food icon decided to implement some customer-driven changes. Improvements included simplifying their menu, using higher quality ingredients, upgrading restaurant interiors, installing self-service ordering kiosks, and adding table-side service. These changes […]

In 2017, The Economist claimed that data has replaced oil as the world’s most valuable resource.[i] I agree that data, specifically customer data, is extremely valuable, but I view it as more of a treasure chest of precious gems that need special care and top-notch security. We’ve all experienced how our own data can be used to personalize […]

Customer experience optimization can make loyal fans of your customers while failing to continuously improve CX can make customers think you just don’t care. As an example, a good friend of mine has had a successful Etsy shop for several years. When she first set it up, she raved about how easy it was to create […]