2 Feb 2019

Three forces reshaping the future of telecommunications

Keeping our pulse on industry shifts and evolution – both seismic and incremental – is one way that we here at VXI help prepare our clients for the challenges and opportunities of tomorrow. In the telecommunications space, I’m seeing a melting pot of rapid change, with both new and established players forging new alliances, business…

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2 Feb 2019

How to balance customer convenience and security in financial services

“Customers don’t benchmark us against banks, they benchmark us against Uber and Amazon.”  – Hari Gopalkrishnan, client-facing technology CIO, Bank of America Customer journeys in financial services have come a long way since the biggest “option” was visiting an ATM. Consider a task that starts with the question, “Alexa, ask Capital One what’s my payoff…

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2 Feb 2019

Preventing fraud in the contact center

Ever wonder what’s on your customers’ minds? According to a recent Gallup poll, in the U.S., more people are worried about having their personal information stolen than being victims of crimes, such as burglary/mugging, terrorism, or even sexual assault. As businesses introduce innovative ways for customers to open accounts and/or transact online, new behavior patterns…

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2 Feb 2019

Five things you need to know about the future of customer data privacy

The longstanding tug-of-war over customer data recently hit a tipping point – leaving far too many organizations flat on their heels. We first saw this shift in mid-2018, when the EU General Data Protection Regulation (GDPR) officially came into effect, including provisions that provide EU citizens with control over how companies can use their personal…

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1 Jan 2019

Are banks facing their own ‘Kodak Moment’?

Many organizations are partnering to leverage big tech’s digital expertise. Others are playing the waiting game, to avoid collaborating with what might become their most deadly competitor. Where do you stand? Antony Jenkins, the former chief executive of Barclays, warned that banks are facing their own “Kodak moment” as they face similar challenges that the film company…

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1 Jan 2019

How trust translates into dividends for your business

This quote from the Harvard Business Review resonates with me: “When trust goes down (in a relationship, on a team, in an organization, or with a partner or customer), speed goes down and cost goes up.” The good news, as the article notes, is that with increased trust, costs decrease while speed increases – resulting…

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1 Jan 2019

How to deliver faster, more effective CX at a lower cost

Delivering a fast, effective, outcome-driven service experience, for the greatest possible margin, is the holy grail for organizations. But while the desire is there, the reality is vastly different. Look no further than Forrester prediction for customer experience (CX) initiatives in 2019: Stagnating CX quality will cause short, destructive price wars. Up to 20% of companies…

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1 Jan 2019

How to harness the power of Millennials for better CX

This article was coauthored by Annette Timmins, Vice President Strategy and Solutions, and Sarah Rebueno, Director of Training You might know that millennials make up almost 20% of the world’s population. Here’s a statistic that matters more for your business: By 2025, millennials will comprise 75% of the global workforce. – Ernst and Young Global…

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1 Jan 2019

How to prevent ‘speed dating’ syndrome in procurement

The more requests for proposal (RFPs) I participate in, the more I wonder: has today’s procurement process turned to “speed dating”? In an attempt to streamline evaluations of suppliers, more and more procurement organizations are relying on the standard mechanism by which organizations typically vet potential outsourcing partners – the request for proposal (RFP). For…

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12 Dec 2018

Three customer-care conversations you need to have in 2019

In the era of customer obsession, the experience we deliver customers is the new battlefield on which organizations are competing. Once the “uncool kid” of the party, the contact center has found new fame in heralding the customer journey – and customer service experts have become pivotal to the experience, employing new tools and technology…

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