Anand Janefalkar

The Customer Experience Impact of Millennials and Generation Z

No matter the size or industry, every organization knows that it is hard to ignore the emergence and impact of Millennials and Generation Z. In fact, according to Accenture, Millennials already account for approximately $600 billion in annual spend in the U.S. alone, while...

Digitally Transforming the Contact Center: Five Steps to Success

“Digital transformation” is a term we hear about all the time, but what exactly is it? In its basic sense, digital transformation is leveraging digital technologies to automate and enhance business processes and customer experiences in order to meet the demands of evolving customer...

Looking into the Customer Support Crystal Ball: 6 Predictions for 2018

A shift is occurring in the customer support industry. After years of looking at support as just a cost center, companies are waking up to the fact that delivering great customer support is directly correlated to the success of the enterprise. Empowered consumers have...

The Customer Support Equation: Finding the Balance Between Humans and Bots

Artificial intelligence (AI) is deemed by many as the next big thing in customer support. The concept of intelligent data or pattern-driven automation is exciting and we are seeing organizations welcome it with open arms. In fact, a recent study by Oracle titled, “Can...

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