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If ignorance were really bliss no one would be talking about big data or business intelligence like it’s the best thing since the light bulb was invented. The reality is that all people and businesses alike crave intelligence at every opportunity. From smarter phones and cars to more automation and computers with the ability to make decisions,...

We are living in an era Forrester calls, “the age of the customer”. And in this era, there is clear evidence that consumer behavior and expectations regarding service and experience are changing. In addition, new technologies are changing the way customers and their vendors interact, and introducing new demands regarding how different services are delivered.

​Big Data is everywhere. It’s hard to open any kind of media these days without seeing at least one article on it. But how to use it effectively to further your marketing and customer experience goals is the biggest challenge.

​Data breaches reached a new high this month with news that the US Government’s Office of Personnel Management was hacked not once but twice, putting the lives of many public employees, and especially spies, at serious risk.

At some point between the races in Silverstone and the Grand Prix in Budapest we heard the following comment from one of our customers currently implementing our NICE CXone Agent for Salesforce: "I’m loving the new NICE CXone. Feels like you just gave me the keys to the new Ferrari." (Technical Support Specialists with a leading 3D design, engineering and entertainment...

Every football team that has its own playbook, filled with options depending on the situation on the field, different contact centers have different operating procedures depending on particular outbound campaigns. And, just as NFL rules of engagement make proper execution a necessity, so do complex FTC and FCC regulations – including TSR, DNC and TCPA – make...

​In the past, service providers were in a position of authority. Customers who needed information and help regarding services or products would turn to the service provider for assistance. Today, the balance of power has shifted; customers are in the driver’s seat. We can all feel it, as we are customers ourselves.​