Yossi Abraham

On Demand Expectations: The Next Generation’s CX

How smartphones and instant gratification have transformed customer expectations and created a new way forward for CX innovation. Our modern culture has developed a need...

Humans and Robots Should Work in Harmony

Automation technology like RPA is transforming repetitive customer care tasks, but businesses shouldn’t forget about the importance of human agents Automation technology has been transforming...

Key Insights From Customer Contact Week 2018

The annual Customer Contact Week (CCW) conference highlighted a bright future but lacked a consistent direction especially for small and medium-sized business looking to...

Enterprise Analytics Isn’t Just About Big Data

A guide to understanding the three key phases of data analysis. I love numbers. Throughout my career, I focused on data and statistics to pinpoint...

How Innovative Visual IVR And RPA Are Automating HR And Driving Efficiency

Visual IVR and Robotic Process Automation work in tandem to free up contact center agents to handle more value-added employee interactions Visual IVR and Robotic...

Self-Service Capabilities and Jeff Bezos’ Customer Obsession

How innovative technology can satisfy even the most passionate CEO’s obsession. I like to read – books, articles, posts. As President of Zappix, it’s important...

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