Tricia Morris
Tricia Morris is a product marketing director at 8x8 with more than 20 years of experience at technology companies including Microsoft and MicroStrategy. Her focus is on customer experience, customer service, employee experience and digital transformation. Tricia has been recognized as an ICMI Top 50 Thought Leader, among the 20 Best Customer Experience Blogs You Must Follow, and among the 20 Customer Service Influencers You Must Follow.
Is the contact center the next big tech frontier? With the move to the cloud and increased innovation forced upon many companies by the...
Contact center leaders, your time is now. Customer service and customer experience analysts and thought leaders are suggesting that the contact center is “the...
Contact centers have weathered unexpected and unyielding change since the start of the decade. A recent Bloomberg article points out they’ve experienced a “trio...
Speed has long been known as the ultimate weapon. In a recent post, Constellation Research CEO and bestselling business author R. “Ray” Wang discussed...
Since the start of the decade, customer experience (CX) and employee experience (EX) have done a collective 180°. Organizations with a cloud-first, digital-first mindset...
Almost three-fourths of organizations have (32.3%), or are planning to hire this year (41.5%), a Chief Customer Officer (CCO) or an executive-level role in...
Contact center transformation is well underway but challenges with communication and collaboration silos still linger, according to a new survey of 400 US and...
In two new research notes, industry analysts warn about the negative impact disparate communication and collaboration tools are having on not just the employee...
Often considered a company cost center and the Rodney Dangerfield of departments, contact centers have historically been overlooked and underfunded when it comes to...
Expectations for customer engagement continue to grow at an exponential rate. According to Microsoft’s 2016 State of Global Customer Service Report which surveyed 5,000...
Digital transformation, as defined by Constellation Research, is "the methodology in which organizations transform and create new business models and culture with digital technologies." And these...
In a new Aligning the Organization for Its Digital Focus report from MIT Sloan Management Review and Deloitte University Press, nearly half (44%) of the more than...
According to Forrester Research, more than two-thirds of brands now aim to differentiate based on customer experience. Confirming this, the 2016 Dimension Data Global Contact...
Breakthroughs in and the exponential pace of disruptive innovation are fundamentally changing the way we do business. Brands and organizations are looking to digital...
It’s frightening how much expectations for customer service have grown over the past few years. With more and more technology at their fingertips (and...
Thirty-six percent (36%) of Americans will begin their December holiday shopping before the month of November this year; 19% plan to have it completed...
When we started this decade, the Internet of Things was a basically a buzzword, talked about by a few, acted upon by fewer, a...
While there were more than 100, perhaps more than 1000, top takeaways from the recent 2016 CRM Evolution conference chaired by Paul Greenberg (as well as...
In today’s world, customer service is changing rapidly with greater expectations for reduced customer effort and brand transparency, as well as increasing preferences for...
Today’s retail customer is always shopping around – in store, online, on the phone. And in a 24/7 global marketplace where it’s becoming increasingly...