White Papers

Beyond digital transformation: Evolving to smart, frictionless digital experiences


When consumers want information or need to contact your company, they aren't thinking about what channel they should use. They simply want fast service. Consistency is key no matter how they reach out. Therefore, it’s crucial to focus on the complete customer journey rather than channel touchpoints.

With this eBook, you can uncover the building blocks and data points to inform your digital transformation effort from a customer journey perspective. Then, you’ll be set up to deliver smart, frictionless, digital-first experiences through an omnichannel platform. When organizations focus on the entire customer journey, the interactions become more memorable than the channel.

Read the eBook and learn how to:

  • Provide consistent experiences across all channels
  • Optimize customer journeys across various digital touchpoints
  • Personalize interactions based on customer history and preferences
  • Deliver self-service options for an efficient and effective experience
White Papers

How to deliver frictionless customer experiences

Key trends, tips and tools you can put to use this year to deliver great customer experiences amid significant change.


How to Surprise Your Customers: Analytics in the World of Digital Engagement

How many of your customers say “Wow, that was easy!”? Often, a frictionless resolution to a customer needs event can result in just that—but are you listening? Just as important, what if your customers have something else to say?

White Papers

The Ultimate CX Agent Guide: How to be the ‘employer of choice’ and not an internet meme

Are your agents ready to manage voice and digital interactions in a digital-first omnichannel environment? Your customers using digital technology in daily life expect call center agents to be as digitally fluent as they are—and they want fast resolution through any channel. Agent roles expanded after digital transformation. They don’t just handle break-fix support calls anymore.