As more customers start their support journeys in digital self-service, it’s easy for brands to assume that simply offering these tools is enough. But as a recent article in Customer Experience Dive by Bryan Wassel highlights, consumers are abandoning digital tasks because the experience is too confusing, not just too...

A new study from The American Journal of Managed Care highlights the limitations of traditional patient portals – and points the way toward a more accessible future. Digital health has the power to transform patient outcomes, but only if patients actually use the tools provided. For years, the healthcare industry...

The Connected Customer Most customers don’t think in terms of “email,” “phone,” or “chat.” They see one brand and expect one continuous experience, no matter where the interaction starts or where it moves next. Omni-channel customer service is the strategy that turns that expectation into reality. It unifies every interaction,...