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At the recent Forrester Data Strategy & Insights 2020 virtual conference, analysts described a future where people and technology work together to bring out their best capabilities. In particular,...

How has COVID-19 affected customer and brand loyalty and what can businesses do to regain that loyalty? Here’s what industry experts, researchers, and customer experience leaders are seeing...

Digital channels have become the expectation for customers, and brands that don’t deliver relevant experiences in those channels are getting left behind. Digitally native organizations are...

As the COVID-19 pandemic stretches on, more and more organizations are making contact tracing part of their business resiliency plan. However, business leaders have indicated that mounting an...

In a year of change; Black Friday will likely be no different. It’s difficult to redefine how a holiday event, so typically associated with large crowds and spending, will be affected during...

Demand for remote training, like many other developing technologies, rapidly accelerated in a business world transformed by COVID-19. The e-learning market in the U.S. is expected to grow by $421.6...

In spite of recent political turmoil, the video app TikTok is experiencing a meteoric rise in the U.S. TikTok has about 100 million monthly active U.S. users, up 800% from January 2018 (it has 850...

Employers, industry analysts, and researchers agree: remote work is here to stay. Enhancing the productivity, efficiency, and engagement of remote employees will be a key competitive differentiator...

As another season approaches, it’s unquestionable that communities need to ramp up capacity to test, trace, and isolate to prevent a surge of new COVID-19 cases. While contact tracing is a...

The at-home environment has put digital, convenience, and proactive service into hyper-drive. This applies to sales as well as customer service. Inside sales associates are turning to new ways to...