Aberdeen Strategy & Research

Firms using VoC insights to alleviate immediate pressures and foster long-term CX innovation

This article highlights how using AI capabilities to deliver agent guidance in real-time helps contact centers maximize agent performance, create...

Aberdeen studied hundreds of companies to understand the impact of Artificial Intelligence on customer experience. This article deeply analyzes the...

Uncertainty affecting business activities is one of the top challenges keeping CX leaders across all industries up at night. Reducing...

When asked about the top technology capabilities they plan to invest in the second half of 2020 and throughout 2021,...

eCommerce merchants use four common KPIs to help manage their financial success. Aberdeen describes and quantifies the hidden, negative business...