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 …

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 …

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 …

Voice-controlled smart assistants like Amazon Alexa and Google Assistant have been growing in popularity in recent years and are quickly approaching mainstream use in the U.S. Their ease of use and increasing availability means more customers are asking their smart …

Insurance providers are poised to leverage customer experience (CX) for higher revenues and higher customer lifetime value (CLV) this year. Insurance providers have been locked in an ongoing war over lower rates and prices, but the real upper hand is coming in the form of …

Retail’s Big Show was packed with innovative new technology and highlighted an impressive future of advancements in the industry, albeit reminding us of the importance of customer service. Improving capabilities and experiences in-store are important, but in the world of online …

Forrester research shows CX will be a key battleground for business differentiation in 2019. Their Customer Experience Index highlighted widespread, mediocre CX with little improvement for the third year in a row. “Meanwhile, customer expectations …

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 …