High-speed internet availability, mobile phone adaption, the continuous growth of e-commerce, and the explosion of social media have completely transformed people's’ perceptions and behaviors toward business and service interactions. Many customers view customer experience (CX) as …

The best businesses and the best customer service revolve around one crucial mindset: working proactively instead of reactively. By shifting to a proactive mindset, companies can expect to grow more rapidly and experience less damaging setbacks while appeasing customers and providing the best service possible. Stop reacting to …

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 …