“Great customer service is a systematic reinvention of established technology, data, and operations — leveraging automation, data, and agents together to exploit each of their unique strengths.” These were the words of Forrester Vice President and Principal Analyst for Application Development & Delivery Professionals, Kate...
In the year 2020, one short year from now, the oldest millennials will turn 40, a milestone birthday. This means that millennials, currently the most significant consumer demographic, have been booking hotels stays for nearly 20 years. They have been the first generation to be able to use the Internet and mobile technology to research,...
Almost daily, media outlets buzz with stories of how some new technology will make consumers’ lives better, many of which seem far-fetched, or far out in the future. Some – like Apple’s iPhone or Amazon’s Kindle – are met with skepticism only to be adopted in record time. These huge leaps, however, are often an evolutionary...
