Automation was changing the nature of customer service jobs even before the pandemic. As self-service devoured the easy tasks, contact center agents faced ever-harder problems to solve. Brands have been investing in tools to strengthen the performance of

Ian Jacobs

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Daniel Hong

You can use conversational intelligence to deliver customer experience (CX) insights at scale, improve CX behaviors at scale, and accelerate your revenue engine. But to realize these benefits, you'll first have to select from a diverse set of vendors that

Kjell Carlsson, PhD

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Ian Jacobs

Chatbots are seemingly everywhere today, and despite the many poor user experiences, they'll continue to proliferate as companies double down on digital. However, there is good news: Over the next five years, we'll see advances in the overall user experie

Ian Jacobs

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Vasupradha Srinivasan

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Will McKeon-White

The heart of the contact center comprises a set of complex, unintegrated technologies that firms must leverage to deliver quality service. But application development and delivery (AD&D) pros supporting customer service operations need cloud-ready, deeply

Art Schoeller

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Kate Leggett

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Ian Jacobs

AI and automation are in demand for companies exploring ways to reduce their call center costs. But when companies fail to take the right approach, they disappoint both customers and employees. This report explains how to avoid the common pitfalls that ca

Karine Cardona-Smits

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Ian Jacobs

Customer service organizations are adapting to increasingly social and connected consumers seeking service in their preferred channel. Consumers have embraced platforms like Apple Business Chat (ABC), Google's Business Messages, Messenger, and WhatsApp, b

Julie Ask

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Ian Jacobs