Serenova Blog
Win at Customer Experience by Avoiding These Three Mistakes
In 2019, customer-centric strategy is the new business reality. And with customer experience (CX) the new brand differentiator, contact centers…
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It’s Time to RightSize Apps Used to Deliver, Analyze Digital Customer Experience
As organizations focus on their Digital Customer Experience (DCX) strategies, one of the first items on the checklist is right-sizing…
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Looking Ahead: Five Contact Center Trends to Know and Use in 2019 (Part 2)
In my last post, I addressed the first of five trends outlined in Contact Center Trends You Need to Know…
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Reflections on 2018 and a New Year Full of Outstanding Customer Experiences
The end of a year always seems to bring a slew of lists—what’s in and what’s out, best places to…
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Looking Ahead: Five Contact Center Trends to Know and Use in 2019 (Part 1)
Trendspotting. In the domain of customer experience, it’s a buzzy word for staying on top of emerging insights, then connecting…
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Why Omnichannel Should Be on Your Digital Customer Experience Priority List
If customers are calling, emailing, or messaging a company with a problem, the last thing they need is a frustrating…
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Looking for Reasons to Move Your Contact Center to the Cloud? Consider These Five. (Infographic)
While it’s become nearly impossible to talk about the future of contact centers without addressing the benefits of cloud over…
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Can’t Miss Events: ICMI Contact Center Expo & Gartner Customer Experience and Technologies Summit
Editor's Note: It is a busy time for our Serenova team. We have two “can’t miss” industry events that we’re…
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Report from the Field: Cloud Contact Center Takes Hold with Introduction of Twilio’s Flex
As a 10+-year veteran of the contact center industry, I’ve been to my share of Enterprise Connect conferences. In these…
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