Judith Aquino, Senior Editor Resources

From experimental to scalable: The evolution of the retail experience

Retailers are shifting short-term solutions into new, standardized practices.

Here’s where banks can deliver the most value, now and in the future

Capturing customer intent is just the beginning.

EX = CX: How to create a thriving gigCX model

Understand what motivates and incentivizes gig workers.

3 ways retailers are adapting to higher customer expectations

How Volkswagen Group UK launched a contact centre in the middle of a pandemic

Strong communication is key.

Financial Services CX: From transactional experiences to relationship-building

Here’s how financial institutions can maintain momentum on building better customer relationships.

Outsourcing vs. managed services: Knowing the difference will save you time and money

Turn healthcare contact center challenges into opportunities

Banking reimagined: How Citizens Bank plans to stay ahead in a digital landscape

Back office vs. front office: boost productivity between both offices

How to retain employees during the Great Resignation

Passive leadership is no longer enough.

Here’s how retailers are shifting from surviving to thriving in a new normal

Company