Lighting Up The Utility Industry at the Intersection of IoT & CX
The adoption of digital energy meters by utility companies has been one of the greatest success stories in the dynamic and fast-growing IoT industry.
Prepare for Oceans of Data and the New Wave of CX and Contact Center Intelligence
Every mega trend in the CX industry today generates data, whether it is personalization (delivering the preferred experience to every individual customer), security (ensuring compliance with increasingly strict privacy regulations), automation (smarter and smarter bots), augmentation (natural language processing and the development of avatars), emotion sensing, voice-to-text translation (and related search for coaching and audits) and, of course, any and all Artificial Intelligence (AI) applications which we’re seeing more of in 2020.
How An Orchestrated Customer Journey can Differentiate Energy Providers in an Increasingly Competitive, Deregulated Market
Millennials (those born after 1982) account for one-third of the adult population this year and will comprise 75 percent of the workforce by 2025. They are digital natives, and their expectations for customer service are completely different than those of previous generations, as are their expectations for their energy providers.
Cloud Providers & The Contact Center Market: How AWS & Their Competitors Are Approaching the CX Industry
For decades, the contact center industry has been dominated by traditional software, networking and outsourcing companies, with large enterprises often making decisions based on balancing the costs of customer service with the quality of customer experience, and looking at customer service at times as a “necessary evil” rather than a “great opportunity” to become more competitive.
CX as a Profit Center: What Companies Miss When They Focus On Lowering Costs Instead of Driving Better Business Outcomes
For decades, from call centers to contact centers, many businesses and organizations have looked at “customer service” as a cost center, and an increasingly expensive cost center as they and their competition are forced to respond to millennial demands for new channels in addition to traditional voice.
IntelligenceHub™ 3.0 is Here!
The IntelligenceHub team at Eventus has been hard at work for months, interacting with our clients, gathering their requirements, working with our tech vendors and our partner Tableau to develop the third mega release of our CX-as-a-Service (CXaaS) platform which is growing more popular with every implementation.
Eventus Rolls Out Mega Release of IntelligenceHub™ CX Data Analytics and Insights Platform
Eventus Solutions Group, a leading Customer Experience (CX) strategy, consulting, managed solutions and contact center technology company, this week announced the general availability of a substantially enriched version of the popular IntelligenceHub™ business intelligence platform.
Customer Experience as a Service: Introducing CXaaS Through This Special Report From CCW Digital Sponsored By Eventus
This week Contact Center Week Digital published a Special Report on a modern vision for Customer Experience as a Service, or CXaaS. We enjoyed collaborating with Matt Wujciak, Digital Writer and Editor of CCW Digital’s Customer Management Practice, Brian Cantor, Principal Analyst CCW Digital, and Alison Lichtenstein, Head of CX Design for Dow Jones.
The Subtle Yet Substantive Shifts in CX for Millennials: Prepare for Incoming
Generation X consumers were born between 1965 and 1980, while Millennials were born between 1981 and 1996.
In a Tough Labor Market, It’s More Important than Ever to Attract & Retain Great Agents
It’s no secret that the contact center industry accounts for one of the highest levels of employee churn, with average attrition rates as high as 60% onshore and over 100% for offshore operations based on feedback from our global clients, representing a significant challenge to drive high quality transactions with constant turnover of staff.
Great Expectations: CX For Generations to Come
Last summer, while driving to the mountains in Colorado, my then ten-year old daughter announced, “I want to watch episode three, season two of Mako Mermaids.” This proclamation was not to me or my wife, but rather to her tablet – which delivered exactly what she requested in a matter of seconds. When I was a kid, I felt fortunate to play the license plate game (and I still haven’t seen one from North Dakota even today)!
CX and The Customer Evolution: In 2020 Change Will Be The Only Constant
While predictions abound this time of the year, I have only one – that change will be the only constant as we head into the third digital decade of the 21st century. And why not! If nothing changes, we stay the same. We don’t evolve or get better. We need new ideas. We need positive change. We need progress.