It's about the customer journey, not channel You might remember Steve Perry as a prominent member, if not the leader, of the rock band “Journey.” As you design customer experiences…
Imagine your prospects and customers engaged in meaningful conversations with you across channels of their convenience—Facebook, Twitter, Blogs, Web, Email, Chat, Phone, or Face-to-face. Anytime, Anywhere, Anyway. Imagine all conversations…
If you are a click-and-mortar retailer, why would you not want your cash register to ring loudly on any one of these days? You can even have hybrid blockbuster days…
The pigeons were being their usual selves – happy and doing whatever they do but turned really unhappy on February 10th morning. I’d feel the same way if crowds of…
The gap between digital and voice capabilities persist Most business leaders and digital transformation executives I have met over the past year recognize the gap between their digital engagement capabilities…
Exony’s customers alone spend over $10 billion a year operating their contact centers. This high touch, high value (and, indeed, high cost) customer contact increasingly forms just a part of…