“I have had the pleasure of collaborating with Aphrodite on several projects during our shared time at Ovum. In my opinion, she possesses one of the sharpest minds when it comes to not just the current trends in customer interaction platforms, but she can accurately sense the changes that are always coming down the road. Her written and presentation skills are among the best I have seen in the analyst community, and I feel that she is one of Ovum's brightest lights.”
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4 Tips for Delivering Personalized Service
Smart Customer Service
Contact centers should deliver personalized customer service, pre-empt issues and direct customers to the best channel for their questions.
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Recommendations for deploying customer interaction analytics
NICE Systems Customer Experience Blog
Enterprises need to harness customer data using analytics in order to adapt and improve the customer experience across all channels.
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How to Measure the Digital Customer Experience
Smart Customer Service
Contact centers need new ways to understand the customer experience across social media, Web chat, and digital self-service.
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Customer Journey Management: Worth the Investment
No Jitter
Used in the contact center, customer journey management can help companies influence outcomes and boost satisfaction and loyalty.
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