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The healthcare industry is getting a long overdue digital makeover. Reacting to pressure from consumers’ heightened expectations of digital, omnichannel experiences, healthcare providers are...

How valuable is a good customer interaction? I recently called a company for help, and the person assisting me was very patient as I needed to turn on my computer, find my password and log into my...

When there’s an app for everything, how do businesses stand out?Brands face increasing competition for keeping customers engaged on a crowded digital landscape. And in a world where a...

Quality assurance (QA) is often the cornerstone of a contact center’s management efforts. QA practices help enhance the quality of a service team by ensuring associates are following company...

Whether or not you realize it, there’s a good chance you’ve participated in a gamification program. Airlines, hotels, grocery stores, weight loss, wearable devices and most industries...

Buckle your seatbelts: The digital revolution that has transformed commerce is coming to governments across the U.S.You heard right. Smart local, state, and federal government leaders want to...

In the past, client sales strategy was straightforward: Companies tailored their value propositions according to the needs of a target market. But it’s not so simple anymore. Buyers today...

It’s unquestionable that traditional stores are giving way to new retail landscapes. In-store foot traffic is declining and many consumers are bypassing brick-and-mortar stores to shop online...

Customer-centric companies that want to improve their customer experiences are turning to their customers and prospects for answers. They are starting to use voice of the customer (VoC) data in...

Customer experience journey mapping is widely embraced as the process for helping brands visualize and optimize the customer experience. However, the Internet of Things (IoT) could tear a massive...