A total experience (TX) ensures the goals of all stakeholders, through all channels and interfaces, are met during an engagement. Leveraging technology, putting employees at the heart of the TX, and journey mapping for everyone are logical steps towards a TX.
About Michelle Caddey Maclean
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Entries by Michelle Caddey Maclean
Implementing a chatbot is definitely not a once-and-done affair. Monitoring users’ evolving needs, creating a vision, iterating, and leveraging analytics ensures your chatbot reaches its maximum potential.
An HR executive answers a few questions and shares tips to shed light on digital transformation timing and preparedness from the people perspective.
A mix of in-house and external talent with gig-style staffing models can infuse new energy and flexibility into many contact centers. However, when a gig worker has several companies demanding their time and attention, employers essentially compete for loyalty and engagement. This blog gives tips on becoming an employer of choice in the gig economy.
The emergence of the metaverse allows brands to create increasingly personalized and meaningful customer experiences, requiring organizations tol pivot from being merely digital-first to becoming truly virtual-first.
When it comes to digital transformation, it’s no wonder that today’s businesses might be going a little batty. With customers increasingly demanding greater speed, service and convenience, and organizational leaders requiring rapid ROI from every technology investment, there’s a deep sense of urgency for companies to get their digital strategy right. Adopting technologies that drive true […]
Today’s contact centers must adapt to a new remote environment to support both employees and customers.
Today’s contact centers are turning to AI and machine learning solutions to manage peak call volumes and allow workers to focus on those tasks that matter the most.
An increasing number of organizations are moving their contact center to the cloud to catapult customer experience into the future with advanced, tech-driven solutions.
Leveraging automation for repetitive tasks can help today’s contact centers struggling with pandemic-driven challenges of high call volumes and labor shortages.