Disrupted Not Destroyed by Technology


Music, movies, photography, transportation, communications and publishing are all industries that continue to experience massive disruption brought on by the advent of technology. ITunes made CDs obsolete. Netflix turned Blockbuster into nostalgia. Digital photography created an archaic brand in Kodak. And did you ever hear …

Tobias Goebel On Domino’s Self-Service Offering


Aspect’s Director of Emerging Technologies, Tobias Goebel, explains the importance and impact of Domino’s decision to offer pizza ordering on social media via self-service and utilizing Twitter’s broader direct message capability.

Domino’s CEO Patrick Doyle “It’s the epitome of convenience. We’ve got this down to a 5 …

What Marketers Can Learn From the Customer Experience


Customer service experiences are a universal frustration. Chances are most of us can rattle off a bad customer service experience without a moment’s hesitation. According to the results of a new consumer survey from Aspect, our customer service expectations have increased in the past three …

Is Your Contact Center Catering to Millennials?


The millennials are coming. By 2015, millennials—76 million strong—will have a combined purchasing power of $2.45 trillion worldwide, according to a recent study conducted by the Center for Marketing Research at the University of Massachusetts Dartmouth. When millennials are looking to interact with companies/brands online, …