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​As we step into the second month of 2019, it's crystal clear that we now operate in a customer experience economy. No longer do price and product alone compete in the marketplace – customer experience, customer loyalty and of course customer satisfaction are all just equally as critical to a company's success.

Looking into 2019, with the help of Artificial Intelligence (AI), enterprises will take data analysis to the next level. AI will help transform the technology landscape. Whether providing useful self-service tools, or offering detailed help through live agents, call centers make effortless customer experience one of their highest priorities.

Love Actually, It's A Wonderful Life, Elf, A Christmas Carol……penning this blog from London and the question of favorite Christmas movie ever is almost as polarizing amongst friends as Brexit discussions.

As one of the basic tenets of customer care, call routing has been around for about as long as the call center, and the contact center, have been around. Basic call routing, where the incoming call gets routed to the first available agent, came into existence along with the first automatic call distributor (ACD) in 1973. This revolutionary method of getting customer calls to customer service representatives meant that customers didn't receive a busy signal when there were no agents available when they called. Rather, they waited in a call queue until an agent became available and the call was connected. This method of connecting callers with agents didn't change in its essence until the advent of skills-based routing.

​Every day, your business has the privilege to interact with customers. Make the most of each customer interaction to evolve your contact center into a customer experience center with Predictive Behavioral Routing. In our recent Webinar, "Analytics Just Got Personal," we reviewed how the solution drives immediate value, measurably improves customer connections, and through the addition of analytics – supercharges business results. There was so much excitement and questions that we could not get to all of them; take a peek through the questions we received for additional insight.

​I am sitting in a beautiful old hotel in New York City contemplating all things CX, after a long day helping my teammates at our Silver Sponsor booth at the Forrester CXNYC 2018 event. But what CX really means to each company is as diverse as each personality in the showcase room. The beauty of NICE inContact CXone is in the fact that the solution speaks to every business's persona, every nuance of each business's language, every common or diverse business need. Why did NICE inContact call the solution CXone after all?

In our recent webinar with Brandon Purcell, a Customer Insights Analyst with Forrester, I had the pleasure of collaborating with my teammate, Lauren Maschio, who works in the in the Workforce Optimization department in NICE. I'm not going to spoil it by divulging what we talked about – I urge you to sign up and get the recording, because Brandon had plenty of amazing research to share that everyone should find very compelling! But what I do want to share is the importance of rethinking what a quality management program really means, and how quality without analytics is like making coffee without coffee beans.