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ASAPP—Why AHT Isn’t the Right Measure in an Asynchronous and Multi-Channel World

Why AHT isn’t the right measure in an asynchronous and multi-channel world

How should we be measuring agent efficiency when it comes to concurrent digital conversations? In a multi-channel world, is AHT really the right metric to gauge CX success? Read more

Heather Reed
Heather Reed, PhD

Data Scientist, ASAPP

ASAPP—Why AHT Isn’t the Right Measure in an Asynchronous and Multi-Channel World
ASAPP—Think beyond the bot: 3 proven strategies for digital-first business success

Think beyond the bot: 3 proven strategies for digital-first business success

Digital CX has changed. Consumers today expect a seamless experience across channels. Learn how the latest innovations in AI are helping organizations meet new demands. Read more

Michael Lawder
Michael Lawder

Chief Experience Officer, ASAPP

ASAPP—Think beyond the bot: 3 proven strategies for digital-first business success
ASAPP—Michael Lawder

A silver bullet to end the conflict between lower cost and better customer service

It’s hard to balance support costs and great care. Skip the compromises with a new approach that delivers breakthrough results on both fronts. Watch now

Michael Lawder
Michael Lawder

Chief Experience Officer, ASAPP

ASAPP—Michael Lawder
ASAPP—Navigating uncharted territory around conversational AI

Navigating uncharted territory around conversational AI

Conversation involves misunderstandings and clarifications. Combining people and technology allows a clean handoff and increased efficiency. Watch now

Judith Spitz
Judith Spitz, PhD

Advisor, ASAPP

ASAPP—Navigating uncharted territory around conversational AI
ASAPP—Modern CX Teams: What do they have that you don’t?

Modern CX Teams: What do they have that you don’t?

Digital strategy isn’t limited to chatbots and IVRs. Innovations in AI create new opportunities for personalized engagement on channels your customers prefer. Read more

Michael Lawder
Michael Lawder

Chief Experience Officer, ASAPP

ASAPP—Modern CX Teams: What do they have that you don’t?
ASAPP—Macario Namie

If you’re missing the signals you’ll likely miss the sale

Close more sales by knowing exactly what to say and when to say it. Engage AI to monitor signals, predict how to get your best results. Watch now

Macario Namie
Macario Namie

Marketing

ASAPP—Macario Namie
ASAPP—Time to rethink customer service

It’s time to rethink customer service

New technology makes old compromises unnecessary. Here’s insight on the future of CX—where high efficiency and great customer experience coincide. Read more

Michael Lawder
Michael Lawder

Chief Experience Officer, ASAPP

ASAPP—Time to rethink customer service
ASAPP—Solving complex contact center challenges requires innovation.

The brittleness of RPA is failing you

Overcome the limitations of RPA with AI-driven automation that helps your agents more efficiently navigate a myriad of back office systems. Read more

Nicolás D'Ippolito
Nicolás D’Ippolito, PhD

Head of Engineering

ASAPP—Solving complex contact center challenges requires innovation.
ASAPP—Rachel Knaster

Automation or agent? A fluid mix gets best results.

Integrate AI-driven automation seamlessly into agent workflows for higher productivity, greater customer satisfaction. Watch now

Rachel Knaster
Rachel Knaster

Chief Product Officer, ASAPP

ASAPP—Rachel Knaster
ASAPP—Gustavo Sapoznik

Increasing human productivity is key to transforming CX

True CX innovation requires a focus on the agents who interact with your customers all day. Watch now

Gustavo Sapoznik
Gustavo Sapoznik

Founder and CEO, ASAPP

ASAPP—Gustavo Sapoznik