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To App or Not to App: Is a Mobile App Right for You?
Between developing and maintaining a mobile app, corporations stand to spend thousands on a service that might not be used very often. One user’s tweet went viral when she cited the popular opinion that customers don’t want to download native apps for each business they…
API Integration in the CX Journey
An application programming interface (API) is a way for two or more computer programs to communicate with each other. It is a type of software interface, offering a service to other pieces of software. The API is not intended to be used directly by a person (the end user)…
Contact Centers Battle with Security Challenges as Agents Remain Working From Home
In response to the outburst of Covid-19 and the implementation of new health regulations, the workforce had to adjust to the changes. Millions of workers who used to work in the office had to find a way to…
The 5 Most Important Contact Center KPIs You Should be Tracking
As a manager, it can seem extremely overwhelming to determine which contact center KPIs are most critical to the company’s success. In order to measure your contact centers adequacy, let’s highlight the top five metrics to track …
87.5% of Digital Transformations fail. Can you do better?
According to a recent HBR article, 70% to 95% of digital transformation projects fail to meet their original objectives, with an average of 87.5%. Yet, the high failure rate does not slow down the drive for the much-needed digital transformation …
Zappix: Transforming Patient Engagement
In the wake of COVID-19, patient engagement evolved as emerging disruptions pushed patients to adopt digital avenues to engage with their healthcare providers. The pandemic also sparked behavioral changes in patients as they’ve begun to compare interactions …
5 Market Mega-Trends Impacting CX
The technology market has evolved dramatically over the past 10 to 15 years, and it is almost unrecognizable compared to where we were in the early 2000. These major dynamics have also impacted the Customer Experience domains and are transforming CX …
How Today’s Healthcare Providers are Achieving All Four Quadruple Aims Without Overhauling Their Entire Operation
The Triple Aim framework, developed by the Institute for Healthcare Improvement (IHI) in 2007. Modern providers have added a fourth aim to this framework…
How To Reduce Costs In Three Critical Phases of Customer Service
Especially in the modern, post-COVID era of hiring challenges and increased customer service expectations, efficient, digital self-service should be at the forefront of all CX plans. At every phase of the customer service journey, innovative self-service stands to lower costs in …