Category: Thought Leadership

Extracting insights are crucial to driving outcomes across Digital Infrastructure Services, Digital Customer Experience (CX), Digital Engineering, Customer Success, and enterprise customer support. It enables organizations to optimize infrastructure, ensuring reliability and efficiency. In CX, data helps personalize interactions, enhance engagement, and improve satisfaction. Digital Engineering relies on data for predictive maintenance, automation, and innovation.…

Gaming has transformed from a pastime for children to a cornerstone of the entertainment industry. With traditional console games now joined by a vast array of casual mobile games, the industry has grown exponentially. The Entertainment Software Association reports that 65% of Americans play games regularly, at least once a week, demonstrating the mainstream appeal…

As 2025 unravels itself, here’s a look into how the world of customer experience (CX) has evolved over the last year and what lies ahead. Forrester Research published their US CX Index in June 2024, highlighting a significant opportunity for improvement in customer experience across America. Only the airline industry appeared to be improving the…

Every customer touchpoint represents a valuable sales opportunity. To maximize this potential, you must meticulously design every touchpoint and every engagement to be seamless and perfect. With the explosion of digital channels, streamlining experiences and understanding customer intent has become increasingly intricate. Fortunately, the rise of artificial intelligence (AI) is revolutionizing sales with game-changing insights-driven…

The telecom industry is extremely competitive. Telecoms have faced more and more challenges as the decline of landlines and growth of over-the-top services has left them struggling to differentiate their services. Customer Experience (CX) is now one of the most important drivers of customer loyalty and this is becoming critical for telcos as the typical…

The finance industry has come a long way since the retail bank on “Main Street” was where customers experienced most of their major financial transactions. Financial technology – better known as fintech – has created an environment where innovative technology and software has been applied to financial services. This ranges from complete retail and business…

Enterprises are keen to deploy tools to streamline work and nurture collaboration. In an increasingly hybrid and AI-infused work environment, employees need frictionless digital experiences to scale productivity. Leaders are keen on creating workplaces and workspaces that foster engagement and overall well-being. The quest toward transforming the Digital Employee Experience (DEX) falls short unless humans…

GenAI powered by LLMs offer significant transformational potential across industry use cases. On the flip side, the operational costs associated with deploying these models surges due to improper planning. This blog delves into the following topics: Prompt engineering has emerged as a vital discipline that can help enterprises leverage LLMs effectively and efficiently, balancing both…

The CX Ops Peer Council, sponsored by Movate, is a vibrant peer-to-peer community made up of the who’s who of customer experience operations leaders. It is a unique business forum created and facilitated by Hilary Hahn, SVP – Partnerships at Movate to exchange strategies, tactics, & best practices in a fast-paced tech landscape. In Q4…

Choosing and successfully deploying the right enterprise-grade AI solutionfor business can prove to be a tall order in the wake of new developments. New tools in the market exemplify predictive and generative AI’s potential that empower businesses to innovate and enhance customer engagement. In this blog, we look at the following: Not all the features…