“When you talk about AI, contact centers and customer experience, I think that’s the best use case to illustrate return on investment,” said Luiz Domingos. Every few seconds an agent saves in documenting the results of the call and every minute saved in gathering data about the customer and bringing it to the agent represents…

Modern customer journeys are no longer linear or predictable. They are shaped by dynamic entry and exit points triggered by a web of events and interactions.  Understanding these moments is critical for businesses aiming to deliver personalized experiences, foster loyalty and stay competitive. Here’s how event-based journey analytics can redefine how companies map, measure and optimize…