Over the course of the conference two themes started repeating themselves: customers love faster solutions, and the most important lesson for companies going digital is to proceed at the right pace …

Success in customer service and automation follows success in planning for the right amount of automation in the right places. Understanding how to properly automate will be key to excellent …

The path forward for Utility Customer Care is one of balance between fast-paced changes and an evolutionary approach. Sorting interactions between low/high value and low/high volume categories is the vital first step …

Market research and customer surveys are incredibly useful in some cases, but real innovation must look past customer comments and see what causes pain points. Consumers are great at telling us …

Our modern, customer-centric world makes customer experience (CX) more critical to brand success every day. New technology means customers interact with our businesses in more ways through more channels than ever before …

Modern customers demand self-service. Lucky for modern outsourcers, Visual IVR and On-Demand Apps are emerging as the best solution to satisfy consumers and improve business results in our digital era. Combined with Robotic Process …

As we all get used to fast, digital solutions in our consumer interactions, our modern culture will begin to expect the same level of automation and digitization from our healthcare. Happier patients turn into more loyal patients and …

Today’s customers clearly crave self-service customer support. Many are also used to calling customer service. Companies must bring self-service and automation to the channels customers are using if they want to see real CX success …

Today’s customers want faster service available when they needed it, wherever they are, and preferably through a self-service option. Adding Visual IVR to your business’ digital transformation project …