omnichannel customer journey

The contact center software market is going through an accelerated transformation phase. The global industry is valued at $49.64 billion in 2025 and is expected to reach $342.54 billion by 2034, with an annual growth rate…

L'omnichannel customer experience now represents more than just a trend; it is a new way of approaching and retaining customers. According to recent industry studies, customers expect a consistent experience regardless of the channel used, and…

Underestimating language barriers, in a now global market, is a big mistake. When a German customer contacts your contact center and has to communicate in English to solve a problem, let's assume, with his or her…

The customer service industry is facing a radical transformation driven by conversational artificial intelligence. According to Gartner, 80 percent of customer service organizations will apply generative AI technologies in 2025, while forecasts indicate that by 2027,…

In customer care, the ability to monitor operational performance in real time is a prerequisite for ensuring efficiency and service quality. The realtime dashboards enable supervisory teams to instantly view queue status, agent workload, customer wait…

Contrary to what the market is accustoming us to, retaining a customer costs significantly less than acquiring a new one. Retention is not just a matter of product or price, but depends mainly on two interconnected…