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7 Qualities of Forward-Thinking Organizations
In today’s highly competitive marketplace, stagnation is simply no longer an option. If the past 18 months have taught us anything, it’s that there’s no such thing as ‘business as usual’ anymore – the only constant is change, and organizations need to be prepared for unprecedented disruption and “black swan” events.
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A Phased Approach to Integrating Cloud Solutions
The COVID-19 pandemic accelerated the shift towards digitized and flexible working, and as a result, the shape of modern companies is changing fast. As many workplaces move to a hybrid model – combining a blend of onsite and remote working – it can be challenging to continue to meet the needs of all team members.
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Know Me, Help Me, Value Me - Meeting Customers' Expectations
Customer expectations are at an all-time high, and the pressure is on to meet or exceed them. As consumers consistently compare every new interaction against their last best experience, it’s more important than ever to identify customer needs and eliminate pain points.
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Remote Work is Here to Stay - Tools and Resources for Enabling Widespread Teams
During the COVID-19 pandemic, the average contact center went from being a single office to a combination of kitchen countertops, dining tables, and even closets across the country...
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Omnichannel Healthcare Experience Report 2021
COVID-19 has fundamentally transformed the way patients think about the healthcare industry. In May 2021, Avtex performed a 1000-patient research study to help understand how patients and members want to be served in this new post-pandemic paradigm.
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How Exceptional CX Can Ease the Tension Around Change
During any time of change, customers understandably feel wary and uncertain. Change can be both good and bad, but notably, it's often our past experiences that color our current perspectives on change...
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The Road to Building a 360-Degree View of Your Customers with Data
Data is at the core of any customer experience strategy — it informs every decision you make about how to deliver the best possible experience and build lasting relationships with your customers. But not all customer data capturing processes are created equal...
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6 Ways to Gain a Deeper Understanding of Your Customers
A successful brand relies on a delightful customer experience. The most successful customer experiences are designed to fulfill your customers’ emotional and functional needs. But to fulfill your customers’ needs, you must first understand them...
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How to Elevate Banking Experiences for Your Customers and Employees
Financial institutions are no strangers to intensifying market conditions. Even before 2020, banks and credit unions navigated massive disruptions around fintech innovation, compliance and regulation, generational change, and fraud crimes...
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How Cloud Technology Drives Innovation and Customer Experience
The phrase “business as usual” no longer carries the universal meaning it once did. Since COVID-19, companies are not operating as they once did – nor are their customers. In our “new normal,” customers understand that many businesses are operating differently, and are open to the new interactions and opportunities that the shifting business world brings.
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Omnichannel Healthcare Experience Report 2021
COVID-19 has fundamentally transformed the way patients think about the healthcare industry. In May 2021, Avtex performed a 1000-patient research study to help understand how patients and members want to be served in this new post-pandemic paradigm.
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Transforming Business Development within GovCon Organizations
A recent study of Government Contractors (GovCon) by McKinsey indicates that an overwhelming majority of the top companies in the GovCon sector have made digital transformation a focus for the coming years.
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The Value of a Frictionless Experience
Each of us plays the role of customer multiple times each day as we interact with various businesses. In general, we don't think much of each encounter beyond what is required directly by the transaction. It's when one of these interactions takes extra time or causes tension that friction is created.
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The 7 Expectations of Consumer-Driven Healthcare
COVID-19 forced a digital evolution of healthcare, with savvy providers quickly adapting and innovating to continue providing care throughout the crisis.
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How to Perfect the Customer Journey
Recent changes in customer expectations, channels, and technology have all shifted the landscape of customer experience – and this has caused a necessary evolution of the customer journey as well.
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Healthcare 3.0: How to Compete in ‘The Patient Experience Economy’
Saying the healthcare industry has changed in the last year is quite an understatement. The pandemic forced the industry to rapidly adapt to an almost-entirely virtual landscape.
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6 Ways the Employee Experience Impacts the Customer Experience
Employees today expect more than just a steady paycheck and a set schedule: they’re looking for a level of value in their work experience that goes far beyond the decades of standard ‘9-to-5’ that defined the 20th century.
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Build a Customer Experience Strategy That Will Transform Your Organization
Customer experience (CX) is the heart of your business. If customers have a negative experience with your brand – purchasing products, browsing your website, interacting with your staff - they are more likely to abandon the sale, no matter how long they’ve been a customer, how far down the funnel they’ve gone, or how great your product is.
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5 Challenges That Prevent Stellar Customer Experience in the Contact Center
Can you adapt in time to prepare your organization for what’s ahead? Here are five challenges facing the contact center today and different methods for tackling them head-on.
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Part game show, part expert discussion, all Customer Experience.
On Experience Points, customer experience thought leaders earn cash for their favorite charity as they answer CX questions and share their expertise on how to fuel exceptional experiences for your customers. Join hosts Joey Coleman and Dan Gingiss for Experience Points, brought to you by Avtex - your end to end CX technology and consulting partner.
Watch the latest episode here
How to Grow Your Customer Experience Maturity Infographic
Tools to accelerate CX Transformation
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How to Drive Customer Loyalty with Your Bank’s Contact Center
Delivering experiences that exceed the expectations of your customers requires that your bank implement an intentional customer experience (CX) strategy, instead of simply trying to improve individual customer service interactions.
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Ensure Customer Satisfaction Through Efficient Implementation
Our Senior Director of Innovation Architects, Robert Wakefield-Carl, sat down with our Director of CX Engage Cloud Development Services, Anthony Gilio, to talk about what it takes to stand up, program, develop, install, and train so many installations a week and do it each and every time with satisfied customers.
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Introducing the Newly Renovated Avtex Headquarters
When we decided to remodel the Avtex headquarters, we wanted the space to mirror our values of innovation and engagement. We wanted to tear down walls and create an open space filled with natural light. Creating an intentional home for collaboration, and a central “hub” area were at the forefront of our remodel, with technology being the ultimate connector.
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Understanding CX and How to Talk About it With Your Organization
Our Senior Director of Innovation Architects, Robert Wakefield-Carl, sat down with our Director of Customer Experience, Kate Kompelien, to talk about the customer experience and how we help our clients create exceptional experiences for their customers.
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The Need For Exceptional Patient Experience In Healthcare
To give patients the best experience possible, providers must upgrade to more innovative solutions and processes that are integrated and leverage smart technology in all they do.
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Transform Customer Experience by Prioritizing Customer Safety
As the COVID-19 pandemic continues to broadly impact consumers' lives, it's changing how they assess their needs and which ones are now a priority. Health and safety are now critical for customers who engage with in-person services.
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BidWin Government Contractor Solution
Built on the Microsoft Government Contractor Cloud, Avtex provides a modern business development solution for Government Contractors. Bring intel together, take action and analyze risks to keep pace with the digital transformation in the public sector.
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Strategies to Encourage Employee Relationships in a Remote Workforce
By taking the right steps, you and your staff can facilitate remote relationship building on your team, ensuring that you have a strong foundation to help achieve your business goals.
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Part game show, part expert discussion, all Customer Experience.
On Experience Points, customer experience thought leaders earn cash for their favorite charity as they answer CX questions and share their expertise on how to fuel exceptional experiences for your customers. Join hosts Joey Coleman and Dan Gingiss for Experience Points, brought to you by Avtex - your end to end CX technology and consulting partner.
Watch the latest episode here
Avtex Expands CX with Clients through an Advanced Employee Experience
Delivering exceptional employee experience is crucial to the long-term success of any organization. At Avtex, our priorities have always been to provide our employees with a supportive and empowering workplace where they have the tools to do their jobs well. We have high standards for our employees but ensure that we also have initiatives in place that make reaching those standards possible.
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Avtex 360: An Innovative Approach to Fueling Exceptional Customer Experiences
Avtex 360, or A360, is our approach to helping our clients achieve an integrated strategy for fueling exceptional customer experiences. We understand how the different components of your business co-exist, and the power behind creating cross-functional communication and collaboration that can be brought together with Avtex as your partner for CX transformation.
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Measuring Patient Sentiment in the Face of COVID-19
In this whitepaper, Measuring Patient Sentiment in the Face of COVID-19, we uncover “the why” behind this delayed return and provide healthcare providers with key insights to help them improve the healthcare experience for the COVID-19-impacted world.
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Five Things You Didn't Know You Could Do With Dynamics 365 Marketing
Dynamics 365 Marketing enables your team to connect with customers on their preferred platforms and optimize communication to increase your campaign success and business prospects.
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What Is Omnichannel for Customer Service and Is It Right for Your Organization?
From your first interaction and beyond, it is essential that you not only understand your customers, but are also able to act on their problems, expectations and opinions.
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Getting Started with PowerApps
PowerApps is a low-code app development solution that provides agility, speed, savings and efficiency.
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Business Process Modernization
Routine processes like data entry or file management are an unavoidable – and often costly – part of doing business. How can you limit the time and money that routine processes cost your business? Solutions like PowerApps and Flow from Microsoft, make it possible to automate these tasks.
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How to Increase Loyalty and Spend through Customer Insights
Understanding how to utilize a platform like Customer Insights changes how a company understands the customer experience
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Must-Have Features of a CRM for GovCon
Winning government contracts is a long and complex journey. Learn how the right CRM can make the bidding process faster and more efficient.
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Deep Knowledge of Who Customers Are
Big data may be a term of the past, but it still represents a big challenge for companies today. The introduction of AI and machine learning have drastically altered the methods and rate of data processing. However, these advancements mean nothing if there’s not careful planning and critical thought as to how they are applied to customer data to achieve specific outcomes.
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Understanding Modern Customer Expectations
Effective experience transformation needs to stem from customer insight. We often see a gap between where a customer wants to see improvements vs where the organization is allocating resources. Knowing what questions to ask and when to ask them are critical planning steps to gain insights into customer perceptions.
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Five Ways to Use Power Platform to Enhance Employee Experience
With the rapid evolution of the workplace, Employee Experience has become an increasingly important concern for many businesses. It is important to ensure that employees feel empowered, supported and valued. Utilizing technology, like Microsoft’s Power Platform, PowerApps, and Teams can be invaluable when building an exceptional Employee Experience.
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How Organizations are Leveraging Dynamics 365 Marketing and Customer Insights
To enable effective customer data gathering and the enablement of personalized experiences, many brands have turned to Microsoft Dynamics 365 Marketing and Customer Insights. Dynamics 365 Marketing and CI offers a number of valuable features to brands looking to drive personalization, including data unification of multiple touchpoints, advanced segmentation and AI-driven behavior insights and predictions.
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Customer Experience – Whose Role is it Really?
Organizations often take vastly different approaches to CX roles and responsibilities. Dan Gingiss offers his insight on CX leadership.
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Avtex Helps AllRegs Create a New Application to Support Customers
Working closely with the team at AllRegs, Avtex developed a new Market Clarity application. Built on top of Microsoft platforms, the new application improved the customer experience, delivered enhanced functionality and significantly updated the underlying technology.
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Customer Experience Strategy
Each time a customer engages with your business, their opinion of your brand evolves for better or worse. How can you consistently render experiences that impress customers and inspire engagement and loyalty to your brand? Developing a comprehensive and actionable strategy is the first step in creating experiences that amaze customers.
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Why Speech Analytics is Critical to Your Business
Speech Analytics can completely change how you interact with your customers and the way you train your employees to provide exceptional CX.
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