Of the latest CX initiatives, research firm Gartner says “Organisations can consider undertaking hundreds of different potential CX improvement projects, but only a few can be funded.”
Hubspot Research has published its annual report into inbound marketing,, distilling insights gained from a survey of more than 6,000 respondents in multiple industries and close to 100 countries. Here’s what it has to say.
There’s one aspect of customer experience that’s part of almost every customer interaction with a contact centre but which, compared to all the others, seems to get little attention as to its impact: on-hold music.
The Leading Edge Forum (LEF), the research arm of IT giant CSC, has embarked on a global research project, headed out of Australia, to examine the future of enterprise resource planning systems (ERP), which it describes as “the last bastion of traditional IT,” so far largely unaffected by forces such as cloud and open source that have disrupted most other sectors.
New leadership at Aspect, a contact centre solutions company, convinces analysts of its commitment to growth