Key Takeaways from Transcom’s Tech Hub in Zagreb
One of the things that keeps the CX space interesting is getting to see up close and personal innovative ways of reshaping the relationship between enterprises and consumers. Recently, Ryan Strategic Advisory had the opportunity to do just that during a visit to Transcom’s digital CX lab (Transcom Tech Hub) in bustling Zagreb, Croatia. In […]
There is a Digital CX Duty of Care for Customers
Customer service delivery does not stay still for long. As consumers interact with businesses from which they buy products and services in different ways, the pressure is on: CX leaders must adapt to new channel realities and then go further to exceed the end-user’s expectations. The reality of 2023 has been a noted shift by […]
Frontier Airlines Gambles Big by Ditching Voice CX
In perhaps the most dramatic CX move from a North American company in 2022, Frontier Airlines said that it is ending its voice-based customer support. The decision, implemented right before the December travel season, has stoked significant discussion across the contact center industry, and rightly so. On the one hand, it appears that the low-cost […]