Transcom Bags Two ACES Awards.

Most commentators with a connection to designing enterprise systems that manage customer experience (CX) spend a lot of time talking about how to improve customer service processes. How can we improve the multichannel experience? How can we apply AI to improve our self-service options? And so on.

But what do all the brands reading all these ideas really want? They want to reduce the cost of doing business. They want to grow their revenue by increasing sales to customers. They want to encourage

Picture a retailer coming off its best-ever Black Friday traffic numbers. The campaigns worked. Acquisition spend delivered. Demand surged beyond even the most optimistic projections. And yet, two weeks later, the margin report tells another story: teams struggled with skyrocketing requests, support queues ran days behind, and costs ballooned enough to erase hard-won gains. Surprising? It shouldn’t be. Assuming that if demand is strong, the numbers will follow is something most brands are guilty