“Without a doubt, 2020 will surface more ways, both practical and innovative, to leverage AI and improve both customer and employee experience.”

“Despite all the talk about the value of analytics, most companies still struggle to understand the practical ways they can benefit from it and how to implement it."

“There are some interesting parallels in the contact center in terms of how technologies can transition while still relying on the tenets that made them important in the first place.”

“If asked what the differentiator for Saddletree has been for the past 20 years, I’d have to say it’s the kind of relationships I’ve built with so many of my clients

“Analytics has brought an unprecedented degree of intelligence—yes, I’ll say it—artificial intelligence (AI), to the call-routing process"

“Sixty percent of consumers globally expect to be able to engage with an organization at any time and on any channel.”

“The practice of spoofing has gotten so inexpensive that it has grown exponentially, leading to the proliferation of these calls and the nearly nonstop ringing of the phone.”

“Painfully slow, complex, tree-based IVR menus are about to go the way of the buffalo.”

“Initially, the big focus was on replacing resources but the real action will be in agent augmentation, where technology and humans work hand-in-hand to deliver better experiences.”

“More than discovering what customers are talking about, sentiment analysis lets users know how the customer feels.”