Personalization is changing the retail landscape. It’s the key to delighting digital natives, and consumers have grown increasingly comfortable with sharing personal data—as long as they can benefit from a better shopping experience. But how can this powerful tool be realized in customer service? In the past, contact centers have used a one-size-fits-all approach. This […]
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Gen Z is on the rise, and just like Millennials before them, their entrance into the market promises a significant shift in the types of services and experiences businesses need to offer to stay relevant. Download to learn more
15 Statistics That Show How Gen Z are Changing Customer Service Read More »
The digital customer service universe is evolving rapidly. Contact center adoption and support for first generation digital channels such as Email and Web Chat, including video chat and co-browsing, is growing very rapidly. Mobile Apps, while tightly tied to mainstream adoption of smartphones, have been around for a while and are gaining traction, even though
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The “US Customer Experience Decision-Makers’ Guide (2022-23 – 5th edition)” is a major annual report studying the CX strategy, performance, operations and technology aspects of US organizations. Taking a random sample of the industry, a detailed structured questionnaire was answered by 184 senior CX and customer contact professionals between April and July 2022. Analysis of
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Learn why formula-focused ERP is right for chemical manufacturers. In the wide world of manufacturing, chemical processing stands apart. It is a highly regulated, specialized industry with profound importance in our lives, environment, and economy. So why are spreadsheets and disconnected or general-purpose software products sometimes still being used to manage it? For forward-thinking chemical
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Get the latest in hazardous area classifications, best practices and considerations for compressed air systems. Plant or field areas that are exposed to potentially ignitable concentrations of flammable gas, vapor or dust where an electrical spark could cause a hazardous explosion are classified as “hazardous” areas. Technology and hazardous area certifications are important to consider
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This FAQ delves into why this technology offers business value and considerations toward implementation. Reduced costs, sales improvements, optimized manufacturing operations — these are just some of the benefits that manufacturers are already attaining, thanks to digital twins. The technology enables organizations to create virtual models of assets, systems, and processes to rapidly deliver business
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The Unified Namespace (UNS) architecture pattern has proven to be an effective means to opening industrial data access up to the entire business, but the road to implementation is not without a few speed bumps. How can an abstraction layer help? Read this article to learn the basic principles of the Unified Namespace (UNS) architectural
Abstraction puts the ‘unified’ in Unified Namespace Read More »
A Unified Namespace (UNS) makes industrial data more accessible and usable, but some subscribers still have a hard time putting their data to work. Why? Because the data they need is scattered across multiple streams and layers of the UNS hierarchy. Read this article to get an overview of the UNS architectural pattern and learn
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How are IT leaders accelerating innovation and building their SAP roadmap strategy for the future? A global survey of SAP licensees conducted by IDG reveals valuable insights on how licensees are meeting current challenges and planning their long-term SAP roadmap on their own terms, not SAP’s. The survey included SAP managers, architects, leads, and senior
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