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Today we announced the results of the 2014 Temkin Group CX Vendor Excellence Awards. Once again we had a great group of nominees, making the scoring difficult for the judges. Congratulations to this year’s winners: Allegiance Clarabridge...

Transforming the Business of Banking The arrival of the Digital Age brought about a dramatic transformation in banking. And customers are driving much of the change. They expect their banks to be at the forefront of digital transformation, offering...

Normal 0 false false false EN-US X-NONE X-NONE MicrosoftInternetExplorer4 We have marked yet another successful quarterly product release.  The May 2014 release of Oracle Service Cloud (RightNow) delivers a broad range of improvements to...

Matt Fleckenstein, Chief Marketing Officer, Amplero, Inc. In the beginning there was Marketing — the activity and processes for creating, communicating, delivering, and exchanging offerings that have value for customers, clients, partners, and society...

The use of digital channels for customer service is on the rise. Recent research by Dimension Data found that over 35% of contact center interactions are now digital, not voice-based. In fact, digital interactions in the contact center will surpass voice...