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Innovation in Retail: Brands get Experiential

The so-called “retail apocalypse” wasn’t the doomsday that many foretold, but the aftershock is still being felt. In 2019, year-to-date, 5,399 U.S. retail stores have closed while...

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Aflac and Others Illustrate the Connection Between Customer Engagement and Social Issues

The name of the game for The BRITE ’19 at Columbia University was building an impactful brand through purpose, technology, and cooperation. Attendees learned that creating genuine...

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Three Lessons in Building Customer Trust

The value of trust helps people choose who they associate and confide with on a daily basis. But what happens when a company is dishonest with their customers or acts unethically? This year, data...

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3 Lessons for Chatbot Initiatives

The use of chatbots in the customer care space is a hot topic for contact center leaders. Chatbots are an essential AI program that contact centers are utilizing for simple customer tasks and...

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Omnichannel Tips from Customer Service Summit

At Incite Group’s Customer Service Summit, executives and thought leaders discussed how to deliver the best customer service in a growing omnichannel world. A big theme was how to utilize AI...

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Video: Authenticity and Emotion on Display

Customer service is evolving, and while brands begin to implement the latest tools in automation and AI, genuine human values never go out of style. Zendesk’s latest event “The Future...

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Research shows patients want a consumer-driven healthcare experience

Healthcare patients have come to expect the same digital tools used in the consumer world, from scheduling appointments to picking up prescriptions.According to NTT Data Services research 59...

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Customer Experience Lessons From CES 2018

Once a year in Las Vegas the tech world shines brighter than the boulevards and casinos. This year’s 2018 Consumer Electronics Show (CES) showcased the latest innovations from the smartest...

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