Johnny Rosa

Comprehending the Touchpoint Explosion and Its Impact on CX

A guide to understanding the complex customer touchpoint landscape My great-grandfather built houses for a living. When he needed supplies he visited the local hardware...

No. Robots Will Not Replace Humans.

Robotic Process Automation will take over the litany of tedious tasks that slow us down, however. Robotic Process Automation (RPA) is transforming CX and customer...

Three Benefits to Contact Center Automation

Improving contact center interactions will have a critical impact on enterprises in 2018 Interacting with customer service is a generally aggravating, if sometimes unavoidable, experience....

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