Most people don’t get super excited about call centers, but they have become a critical piece of the customer experience footprint within many organizations. With the global pandemic accelerating the shift of customer relationships to a virtual experiences, call centers are typically the path of interaction the majority of customers have with vendors.  They are […]

My last blog looked at the general evolution of analytics and an application of analytics to customer success. This blog dives into more detail of the evolution of analytics and today’s state-of-the-art approaches. When any new technology is developed to address inefficiency like those seen in traditional approaches to customer success, it often follows a […]

This is the first of a 2-part blog looking in detail and the evolution of analytics and an example of how it fits into customer success. In all or in part, leading organizations are facing revolutionary change from digital transformation. AIOps is altering the nature of IT management. Robotic process automation (RPA) is shifting the […]