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The Sweet Appeal Of Understanding Customers

The Sweet Appeal Of Understanding Customers

A classic New England snow storm started the day with a short delay, but even the weather couldn’t stop those of us who attended from gaining great insights at SOCAP New England’s 2019 Winter Event. The event’s speakers highlighted the importance of conveying …
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5 Business Trends Shaping Automation in 2019

5 Business Trends Shaping Automation in 2019

The past year saw an explosion in the capabilities and possibilities of self-service automation. Driven by a push for speed and simplicity, 2019 will see consumers, corporations, and automation providers focusing on self-service automation with a purpose …
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How The Voice Of The Customer Can Transform CX

How The Voice Of The Customer Can Transform CX

Great customer experience in today’s business landscape begins with understanding what customers expect and demand from interactions with your brand. Taking a customer-centric mindset to CX means first listening to what customers have to say and then …
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The On-Demand Economy And The Age of the Customer

The On-Demand Economy And The Age of the Customer

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 …
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From Reactive To Proactive

From Reactive To Proactive

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 …
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3 Principles For Delighting Your Customers

3 Principles For Delighting Your Customers

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 …
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Will BPOs Actually Benefit From Self-Service?

Will BPOs Actually Benefit From Self-Service?

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 …
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The Consumerization of Patient Engagement

The Consumerization of Patient Engagement

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 …
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Do Customers Actually Want Self-Service?

Do Customers Actually Want Self-Service?

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 …
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