Consolidation is top of mind for the operations and procurement leaders reviewing vendor strategy. The upside is clear, from fewer suppliers and tighter contracts to less overhead to manage. Forrester describes consolidation as the prevailing direction in sourcing right now,…
In an AI-enabled contact center, a single customer interaction involves layers. How well those layers work together decides whether the technology is making the operation faster or quietly making it more expensive. When these AI-driven layers are well integrated, the…
A recent study published in the Journal of Business Research tested how customers reacted when their service recovery was handled by voice AI instead of a human agent. Customers rated the company as less customer-oriented when AI ran the recovery.…