The purpose of this CXTech Week 38 2024 newsletter is to highlight, with commentary, some of the news stories in CXTech this week. What is CXTech? The C stands for Connectivity, Communications, Collaboration, Conversation, Customer; X for Experience because that’s what matters; and Tech because the focus is enablers. You can sign up here to receive the CXTech News […]
Microsoft built Windows, a platform that enabled people to create cool stuff, like spreadsheets, word processors, lots of enterprise desktop applications. Microsoft copied the high margin cool stuff built on Windows, and soon their software became the default. This is what we’re seeing with Twilio Flex. BTW, browsers were not high margin, hence the delay […]
Telephony was the first user generated content (UGC) service. Operators provide a pipe, and we filled it with a conversation. It fulfills a basic human need, the need to communicate, and as been successful around the world. As telecommunication services become more sophisticated we’re witnessing a divergence amongst operators on service success. The roots of […]