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It’s well known that consumers regularly use only a handful of mobile apps. The battle for user attention is fierce. App developers have an opportunity to outperform competitors by &ldquo...

Maybe it was a smile, a handwritten note, or just being greeted by name—a small gesture that makes you feel like a valued customer. In today’s data-driven and digital-first world, it...

The workforce is changing, and the end-user experience must change with it. Consumer trends are shaping how companies interact with their customers, and by extension, how companies interact with...

Let’s face it: consumers are immune to fliers, telemarketing calls, and emails that go straight to their junk folders. Instead of overspending on marketing and sales budgets, some companies...

Outsourcing customer care and technical support is a best practice for brands looking to improve the experience and build efficiencies with the help of customer management experts. The most common...

When it comes to managing Average Handle Time (AHT) in any contact center, there are countless articles on how to reduce, optimize, and measure the time spent engaging with a current or prospective...

Open enrollment season is here and with it comes a fresh opportunity to drive greater customer satisfaction and lifetime loyalty with a savvy onboarding strategy. One of the best ways to drive...

Imagine a future where consumers no longer compare and select products, because companies already know exactly what each person wants and automatically deliver the right product.  This may...

When Uber and Lyft debuted on the scene, taxi companies didn’t worry because they had laws on their side about who can provide car services. Until they didn’t. And when PayPal,...

Thomas Edison is believed to have said that he didn’t fail, he just found 10,000 ways that didn’t work. Such is the nature of business. Plenty of technologies and business models rise...