In a world in which the customer experience is the chief driver of business value and competitive differentiation, we need to look at the process…
An Intellyx Brain Candy Brief The Jacada Automation Platform provides a unified, automated context for the full gamut of customer service interactions. Jacada unifies the…
Digital transformation is about more than technology — it’s about delighting your customer during every stage of their journey with you. Even when they leave.…
An Intellyx Brain Candy Brief We are entering the age of the customer. It is a time in which the driver of business value has…
Our fellow pundits love broad proclamations like ‘software is eating the world’ or ‘every company is becoming a software company.’ For those tech-savvy enterprises that…
From Toys ‘R’ Us to the Bon-Ton, you don’t have to look very far to see that bricks-and-mortar retail is an industry struggling under the…
An Intellyx Brain Candy Brief The term ‘customer success’ (CS) has earned a bad name in today’s enterprises, as early CS efforts focused solely on…
As enterprises undergo digital transformation, the nature and purpose of their call centers transform as well. For a pre-digital enterprise, call centers are simply cost…
Few technologies are more despised than interactive voice response (IVR). It doesn’t help that big companies have largely replaced the dreaded ‘press one for sales’…
An Intellyx Brain Candy Brief There are many tools that track users as they interact with web sites or mobile apps. Such web analytics tools…
