Donna Fluss

Jan 15, 2025 | destinationcrm.com | Donna Fluss

By Donna Fluss, president, DMG Consulting Two years ago, OpenAI made its ChatGPT generative artificial intelligence (genAI) chatbot available to the masses, altering the customer experience (CX) technology landscape and accelerating the velocity of innovation. This set into motion the most radical and impactful transformation of contact centers and customer service organizations ever experienced.

Jan 6, 2025 | destinationcrm.com | Donna Fluss

By Donna Fluss, president, DMG Consulting Knowledge management is experiencing the fastest growth in its 40-plus-year history, and expansion is accelerating in this long-underappreciated IT segment. As with many technology sectors, the primary driver behind KM’s strong positive momentum is AI adoption; however, unlike many other sectors, KM benefits from the AI revolution in two distinct ways.

Nov 22, 2024 | smartcustomerservice.com | Donna Fluss

Some companies are considering eliminating their voice channels to reduce contact center operating costs, believing it's less expensive to support digital inquiries and easier to automate those interactions. Unlike phone conversations, there is no need to transcribe requests that arrive via digital channels. However, completing interactions in some digital channels, such as email, is often more expensive than a call in the long run.

Nov 12, 2024 | destinationcrm.com | Donna Fluss

By Donna Fluss, president, DMG Consulting The contact center-as-a-solution (CCaaS) market is thriving while simultaneously undergoing an identity crisis. CCaaS solutions are being purchased at a rapid rate as companies migrate from their premises-based contact center solutions to the cloud. It is a highly opportunistic market for the vendors selling these systems and platforms, but due to changing market dynamics, they want to be known for delivering more than CCaaS functionality.

Oct 3, 2024 | destinationcrm.com | Donna Fluss

By Donna Fluss, president, DMG Consulting We’re now well past the midway point for 2024, and it’s clear that artificial intelligence (AI), particularly generative AI (genAI), is solidifying its role as an essential contact center technology. GenAI is being leveraged in many existing and emerging contact center solutions for its ability to improve implementation and ongoing performance and reduce development time and testing for these applications.