Blog

Customer service organizations have always been in a continuous struggle to respond to the ever-changing landscape of customer expectations. No other industry has had to adapt and evolve more quickly to the new era of the empowered consumer, the growing number of communication channels and the challenges of the new millennial employee. And the contact center, with its special position, seated at the crossroads of customers, channel and employees, has been leading the customer service evolution for decades

Super Bowl ads are a fantastic window into the latest and greatest products on the consumer market. This year, speech technology was in the spotlight among the most talked about ads.

​Last week, more than 300 of our customers, business partners, members of the media and leading industry figures joined us for our annual Interactions conference in London. This year the theme for the event was all about helping organisations to create perfect experiences, improve business results, ensure compliance and fight financial crime.

More than 1,500 attendees, consisting of customers, industry leaders and experts, gathered on June 2nd for the kick-off Interactions 2015, the largest customer event of the year!

​The evolution of customer service has taken us on a long journey -- from the retail store to the app store. While the evolution seems logical, companies have quickly responded to customer demands, becoming a culture of people helping people, to people helping themselves. Through systems, through processes, through people groups, each new touch point, or channel, or “thing”, was connected to the customer and simultaneously we entered into the early stages of the “Internet of things”.