The latest
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, PhD
Data Scientist, ASAPP
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
Chief Experience Officer, ASAPP
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
Chief Experience Officer, ASAPP
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, PhD
Advisor, ASAPP
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
Chief Experience Officer, ASAPP
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
Marketing
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
Chief Experience Officer, ASAPP
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, PhD
Head of Engineering
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
Chief Product Officer, ASAPP
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
Founder and CEO, ASAPP
