September 2023 Issue

By Stephen Shaw There are many legacy companies today sleepwalking toward their grave. They are about to be engulfed by a fast-approaching wave of momentous change which they are totally unprepared to face. It is no longer a question of whether market disruption will happen to their business — it …

By Judith Platz Meeting customer needs remains the central tenet of the support industry, and it’s equally crucial for business leaders to focus on the linchpin of these interactions: our most important asset — our agents. It’s time for a change in perspective on customer support, stepping away from perceiving …

By Danny Edsall, Justin Cook and Jagadish Upadhyaya Some grocery companies are moving fast toward the first “killer application.” In our recent survey of 100 US grocery retail executives, 84 percent said they are at least somewhat familiar with Gen AI. And already, there is a camp within the industry …

By Annette Chacko The only constant in life is change. And the world of marketing is going through a tremendous change right now. Artificial intelligence (AI) marketing is taking on a bigger role with the advent of intelligent marketing tools and generative AI like ChatGPT, creating an abundance of opportunities …

By Tanuj Singh The convergence of Artificial Intelligence (AI) and Data-driven marketing has revolutionized the way businesses approach sales and marketing strategies today. AI-powered technologies have emerged as game-changers, enabling organizations to gain deeper insights into customer behavior, optimize campaigns, and enhance overall customer experiences. A recent example is the …

By Hamed Arbabi, CEO, VoPay When speaking about the future of a cashless society, we have to acknowledge the role the COVID-19 pandemic played as a catalyst for digitization acceleration. All over the world, we have altered the way we work, travel, shop, and how businesses pay for goods and …