Johnny Rosa

Clear Communication Says The Right Thing At The Right Time

Sending the right message to customers when they need to see it can save companies money and greatly improve the customer experience In a world of instant gratification and seemingly even faster communication, sending the right messages to customers is just as important as sending...

Why Robotic Process Automation (RPA) Is the Government’s Favorite Automation Tool

Key boosts to efficiency and productivity without the lengthy project timelines and rising costs of true AI and Machine Learning implementations have rocketed Robotic Process Automation to the top of the federal government's recommendation list. The Modernizing Government Technology Act officially calls on government agencies...

The Business Leader’s Guide To Automation

The age of automation is upon us, but which technology is right for businesses? The age of bots and automation is upon us. Chatbots made a big splash in 2016, Robotic Process Automation has been emerging as a disrupting force since then, and this year...

How Can Businesses Make Sure We Communicate Effectively In A World Full Of Messages?

A three-step guide for effective customer interactions in 2018 Properly communicating a message is a critical task for any enterprise. It wouldn’t matter if a business sold the best product ever created. If no one knew it existed or knew it was good, no one...

5 Statistics To Know About The Future Of Customer Service

Important numbers to remember in the era of the customer The customer service landscape has been shifting for a few years. The rapid growth of technology and changing customer expectations has meant new priorities for enterprises looking into investing in customer service and those looking...

How Logistics Benefits From The Smartphone Revolution

Customers want multiple digital channels to connect to shipment companies. Now it’s easier than ever to give them what they want. Today’s smartphone-obsessed society is constantly connected and expects the same level of digital responsiveness from enterprises. The 2017 State of Global Customer Service Report...

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 store or drove to a lumber yard. He hammered nails, hung siding, and covered roofs, and when something he purchased...

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 care. The ability to automate the repetitive, tedious tasks often occupying personnel in back offices and customer-facing contact centers can...

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. Customers rarely look forward to calling customer service. Handling upset callers faced with frustrating issues has always been a difficult...

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