An 11-Step Digital Transformation Framework: Be the Hero with these Steps to Support Your Exec Team and IT During Transformation September 17, 2019 (September 17, 2019) Even companies who are sitting on the brink of digital transformation haven’t figured out how to strategize a successful transformation. In fact, a recent survey from Celonis found that at least 45% of executives don’t know where to begin when…Read More
Collaboration: The Key to Successful Digital Transformation Strategies that Benefit Everyone in the Contact Center and Beyond September 11, 2019 (September 11, 2019) Teamwork makes the dream work, right? When it comes to your business, this can’t be more true. You need an entire team of people involved and collaborating to deliver success. Imagine if you had a football team with just one…Read More
What’s Digital Transformation Architecture? How this Key Piece of Your Transformation Strategy can Fuel your Efforts to See Success Skyrocket September 10, 2019 (September 10, 2019) Reputable organizations, like CIO.com and McKinsey & Company, say companies with a digital transformation architecture are more likely to succeed in their change efforts. But, when you dig into the topic, you get a mega-whopper-sized serving of jargon. Sifting through…Read More
Ask the Right Questions: 6 Essential Questions you Need Answered before Committing to a Cloud Contact Center Platform September 5, 2019 (September 5, 2019) It’s rare in our lives that we make big purchases that tie us to long commitments. If you buy a pair of jeans and later decide you don’t like the fit, it’s not hard to resell them, return them, or…Read More
Retail is Leading the Charge: How Innovative Retail Brands are Setting the Stage for the Future of Retail Digital Transformation August 29, 2019 (August 29, 2019) In 2015, Amazon introduced Dash Buttons. They’re digital buttons embedded in your tablet, phone, or devices around your house. And they give you instant access to the products you order regularly. Need more laundry detergent? Out of dog food? Click your…Read More
Why it’s Said that Digital Transformation Falls on the CEO’s Shoulders, and Why No Exec Should Muscle the Initiative on their Own August 28, 2019 (August 28, 2019) Spending on digital transformation technology will surge to $2 trillion by 2020. And, for every $1 billion invested in new technology, $112 million is lost to projects that fail. That means by 2020, companies across the globe will waste a…Read More
Playing the Dating Game with Digital Transformation: How to take Next Steps to Move your Contact Center to the Cloud August 22, 2019 (August 21, 2019) Transformations don’t happen with a flick of a wand and a chant of Bippity-boppity-boo. Real transformation is hard work. Makeovers can take months, if not years of planning, strategy, implementation, and recovery to take full effect. Just think of shows…Read More
How Netflix Moved Operations to the Cloud and Saw Revenue Boom to the Billions: A Digital Transformation Case Study on Creating Better Customer Experiences August 21, 2019 (September 14, 2019) Remember the time you had to request mail-order DVDs to catch the latest flicks while munching popcorn on your couch? Me neither. It’s strange to think that about a decade ago, streaming giant Netflix had a business model built around…Read More
Out with the Old, in with the New: Leave Behind your Old Technology and Set New Standards with your Cloud Contact Center August 14, 2019 (August 14, 2019) Customer service teams catch a lot of flack. I mean just think of what comes to mind when you think of traditional call centers. Long wait times, many call transfers, agents who have no authority to actually fix your problem….Read More
Can Your Technology Vendor Survive in Your Digital Ecosystem? How to Find a Partner that Breathes Life into Your Transformation Strategy August 14, 2019 (August 14, 2019) A watch, a computer, and a phone all walk into a ba….. An office. A watch, a computer, and a phone all walk into an office. They each exist and serve their own functions individually. But they’re compatible, too. They…Read More
