I spent a day at NorthEast Contact Center Forum’s winter event and saw how focusing on leadership and employee experience can transform businesses in every sector. That might not sound like a revolutionary statement, but there is a critical shift in perspective …

Corporations lacking the resources for a full native app can still offer their customers the integrated, efficient, and enjoyable experiences the platform provides through channels consumers will actually use. There is a way to drastically cut the cost of app-like experiences and it’s going to transform …

As government agencies look to hit the ground running in 2019 and get closer to the modern, digital goals OMB has set for them, decision-makers would be wise to take a page from …

Modern customers have more expectations than ever. The customer service bar rises a bit higher every day. Between our constantly connected technology and instant-gratification society, today’s customers have come to expect three elements of great service. Unfortunately for corporations …

One of the hottest buzzwords in customer experience right now is “digital.” There’s a good reason. Technology has blended into almost every aspect of our lives, and the digital revolution has completely transformed the way consumers interact with businesses and purchase products and services. With so much change …

Corporations today feel how customer expectations are shifting. The rise of social media and other technological innovations are changing how everyone operates in our new digital world. Many businesses haven’t been able to keep up. Corporations struggle to adapt and change because of four distinct challenges …