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The future of customer service rests on an organization’s ability to recognize and meet customers where they are. Incite Group’s 9th Annual Customer Service Summit in Brooklyn focused...

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...

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...

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...

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...

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...

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...

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...

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...

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...