Interesting blog post about customer support in financial services from Zendesk: zendesk.com/blog/cut-costs…

You can still check out the conversation I had with @NICE on how to increase customer engagement using self-service and knowledge management. nice.com/resources/how-…

Cloud vs premise isn't a binary choice for contact centers. You can work with a hybrid deployment and gain some advantages of both. My white paper with Avaya: avaya.com/en/registratio…

We recently evaluated Product Experience Management tools. See what we said about Julio Vernel: ventanaresearch.com/market-perspec…

An idea worth exploring is the notion of the customer service value chain, put forward by ServiceNow in this really interesting article: servicenow.com/blogs/2023/uni…

Congrats to Julio Vernel for its innovation and success!

My latest Viewpoint: Modern Customers Call for Modern CX Processes ventanaresearch.com/viewpoint/cust… Verint

What Is a Unified Customer Profile? Salesforce has some thoughts: salesforce.com/blog/unified-c…

Check out this article from Julio Vernel on improving the omnichannel customer experience: akeneo.com/blog/5-ways-to… #cx

My thoughts about the changing processes around #CX, with Verint verint.com/resources/mode…

What did our 2023 B2C Survey reveal? Consumers crave #omnichannel experiences, not just digital! In fact, 77% of buyers have browsed products in-store but purchased online. See the full report > bit.ly/3LulWjq #PIM #productexperience #productinformation

My latest white paper on Winning and Retaining the Modern Customer is out! Check it out at nice.com/resources/vent… #cx #contactcenter NiCE

Upcoming event! Join analyst @MarkSmithVR and NiCE in an upcoming live webinar on how generative AI is revolutionizing #CX. Register for the 11am ET event on on July 6th here: bit.ly/3Nwik1q #ChatGPT #GenerativeAI #CXbyVR #NICELtd

Sure, AI hallucinations can give you a good laugh. But they are undesirable outcomes that indicate a problem in the generative model's outputs. Brush up on the ABCs of artificial intelligence: sforce.co/43zZfSZ

Using Verint for Customer Experience Management today? Learn about their latest rating in our #ValueIndex bit.ly/3HCGNjZ #VentanaResearch #CustomerExperienceManagement #CXM #CXSuites #CX

This case study of @Staples experiences with Akeneo: The Product Experience Company is an interesting illustration of how #CX and #pim work together to uplift business outcomes. akeneo.com/customer-story…

Congratulations to Content Guru on their showing in @ventanaresearch's Contact Center Suites Buyers Guide! #contactcenter #cx contentguru.com/en-us/resource…

Congrats to Calabrio on their Exemplary showing in @ventanaresearch's Agent Management Buyer's Guide! #cx #contactcenter info.calabrio.com/ventana-resear…

An unbelievable week at #NICESummit in beautiful Peru... Many thanks to everyone at NiCE, especially Chris Irwin-Dudek, Einat Weiss, Barak Eilam. The view of Machu Pichu is extraordinary. Also, llamas! photos.google.com/photo/AF1QipNJ…

An unbelievable week at #NICESummit in beautiful Peru... Many thanks to everyone at NiCE , especially Chris Irwin-Dudek, Einat Weiss, Barak Eilam. The view of Machu Pichu is extraordinary. Also, llamas!