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Our ACE 2019 sponsors and exhibitors play a key role in supporting our annual ACE conference and our community!
ACE is our biggest user event of the year bringing together executives, end users, supervisors, developers and analysts from across the call center, customer experience and workforce …
I hope you’re planning on joining us at ACE this summer. Based on your feedback, we’ve been fine-tuning our breakout session tracks. New for this year is the Master Program track, which is now part of our improved certification program. The Aspect team has collaborated …
According to the Pew Research Center, the Millennial generation can be defined as individuals born between 1981 and 1996 (ages 22-37 in 2018). Today more than one in three members of the American workforce are Millennials, making them the largest generation in the US workforce. …
In today’s highly commoditized age where there is often little differentiation when it comes to competitive products and offerings, the biggest factor that prompts customers to patronise one brand over the other, is often customer engagement. There are several studies that show the impact of …
Over the last few years, digital transformation has been one of the biggest buzzword in business. As the enormous potential of Artificial Intelligence (AI), Robotic Process Automation (RPA), context-based omni-channel operations, analytics etc. becomes clearer, their popularity is increasing dramatically. The promise of new future-ready …
With the commoditization of banking services, the biggest differentiator for banks today is customer experience. Customers are far more likely to choose a bank based on factors such as the ease of navigation or quality of issue resolution; rather than on the actual offerings.
This creates a challenge …
Almost a decade back, a friend from a leading telecom company had told me that they used about 100 parameters to predict the probability of a customer churning out – an important board room discussion point. At that time, their churn prediction accuracy was over …
There’s a school of thought that says if we manage to give a customer a great experience through one customer service channel, then that’s good enough. The customer, the thinking goes, is happy, and they’ll return to that channel next time they want to interact …
Recently, I stumbled upon a very interesting video by one of my favorite music composers -Hans Zimmer. It was an introductory clipping of his online music tutorial -MasterClass, where he was trying to explain to his prospective students how composing music is a fairly simple …
For a Millennial, impatience is not a flaw but a virtue. Digital abundance has made standing in a queue and waiting for things, both virtual and physical, a thing of the past.
According to a Forrester research, 66% of customers agree that valuing their time is …
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