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Blog: Omnichannel Orchestration

Recent Posts

It’s Time to Make Credit Collection More Human

Credit collection can be a thankless job. And it’s no wonder – it’s tough to ask someone to call people and remind them about the debt they owe. In my 15 years of experience in...

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What Business Leaders Need to Know About the Evolution of Messaging and Chat

Consumers today live on their mobile devices. They are spending more time on messaging apps like Facebook Messenger, Snapchat, WhatsApp, and others. Naturally, companies want to be part of these...

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Benefits of Robotic Process Automation: RPA Best Practices for successful digital transformation

Employers can’t afford to be complacent when it comes to retaining great employees. However, certain jobs, especially routine-based jobs with few growth opportunities, have notoriously high...

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Reform Your IVR for a Better CX Future

This blog was excerpted from the Summer/Fall 2019 issue of the Customer Strategist journal. Subscribe today to get the whole story. Many customer experience professionals ponder whether...

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Channel Orchestration: Cutting Out Waste while Increasing Customer Satisfaction

Speed makes the world go around. Next-day shipping and automated shopping suggestions have hastened the shopping process, but when it comes to customer support, reaching out to traditional contact...

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5 Ways to Create the Right Retail Experience

Retail is changing and leaders need to adapt. In the wake of e-commerce rapidly becoming the preferred way to shop, representing 13.7 percent of total retail sales globally, retailers know they...

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Why Alexa Will Hit a Wall without Channel Orchestration

“Alexa, refill my prescription.” “Alexa, what was my last blood sugar reading?” “Alexa, find me the nearest urgent care center.” Amazon’s Alexa –...

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The Mystery of the Missing Omnichannel Experience

Half a decade ago businesses across industries promised a golden age of omnichannel experiences that offered connected shopping experiences and easy-to-reach customer service on the go or at home....

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Improve IVR customer service by modernizing Your IVR

Think for just a minute back to the vehicles you have driven throughout your life. How has the dashboard and basic features changed through the years? The mid-1990s Ford Explorer that endured my...

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It’s Valentine’s Day…. Do Your Customers Love You?

Chocolate-covered strawberries, bouquets of red roses, and heart-adorned greeting cards are vying for our attention every time we switch on the television, flick through a magazine, or walk past a...

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