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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...

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...

Tweet Why is CX or Customer Experience So Important Today? Attending OpenWorld 2014 brought to mind the importance of making sure your customer-facing organizations are really focused on the customer.  While this may seem like a very obvious thing...

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...

It’s frightening to think just how much poor customer service can impact the customer experience and the overall reputation and bottom lines of brands and organizations. Recent consumer surveys have shown that just a single poor customer service experience...