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5 Ways to be Smart about Hyper-personalization

To bring out the “advocate” in every customer is like finding a needle in a haystack. You know that it’s there, but it would take an incredible amount of time trying to discover...

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Rethink Your Customer Experience this Black Friday

Black Friday is facing a reckoning. According to a new report by Deloitte, every age group, from seniors to Gen Z, prefer Cyber Monday over Black Friday for deals. Smart devices and the allure of...

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4 Ways to Define Your 5G Customer Experience (Before a Competitor Does It for You)

The next generation of cellular networks—also known as 5G—is set to greatly enhance the speed, connections, and responsiveness of wireless devices. So, what does that mean for the...

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It’s Time to Make Credit Collection More Human

Credit collection can be a thankless job. And it’s no wonder – it’s tough to ask someone to call people and remind them about the debt they owe. In my 15 years of experience in...

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Rewrite the Rules of Travel and Hospitality

If you were asked to trace the journey of the modern traveler where would it go? Their phone will let them breeze through an airport, they may book an Airbnb in a trendy neighborhood or they&rsquo...

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Is a Cloud Contact Center Partner Right For You? Ask These 5 Questions to Find Out

The benefits of cloud migration and cloud-based tools—faster deployment times, cost savings, scalability, true omnichannel and more—are clear for many contact center leaders. What&rsquo...

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5 Tips for Stellar Messaging Sales and Service Conversations

Throughout their buying journeys, customers often have questions about a product or service that require assistance from a company representative. But here’s the kicker – they would...

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Alexa, What’s the ROI of Voice and Chat Assistants?

New research finds that customers increasingly want their voices heard by brands, literally. Capgemini Research Institute’s Smart Talk: How organizations and consumers are embracing voice and...

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What Business Leaders Need to Know About the Evolution of Messaging and Chat

Consumers today live on their mobile devices. They are spending more time on messaging apps like Facebook Messenger, Snapchat, WhatsApp, and others. Naturally, companies want to be part of these...

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It Takes a Village to Build a Data-Driven Organization

The benefits of being a data-driven organization read like a business leader’s wish list: Predictive customer engagement, more efficient operations, and better-informed business decisions....

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