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On January 11, 2013 the CDC announced that influenza has officially reached epidemic proportions in the U.S., with 7.3 percent of deaths last week caused by pneumonia and the flu. But the American...

Improving customer loyalty is a key objective for many organizations, and many have established Customer Experience Management (CEM) programs like Net Promoter to inject customer feedback into...

Customers share a great deal about themselves through their multichannel interactions. Between social media posts, recorded contact center exchanges, email, text, and other types of communications,...

  Customer sentiment and the customer experience directly affect stock price. Just look at this infographic from Derwent Capital Markets (DCM Capital), who used a social media sentiment...

Financial services customers are using digital communication channels more and more. Today, they transact across the web, mobile, social, and other self-serve channels. As they interact with...

Many retailers are looking ahead to the approaching holiday season with a mix of hope and concern. Although sales for the holiday shopping season are expected to rise 3.5 percent to 4 percent,...

Good health is a major consideration for most of us. But it’s not only individuals who should be trying to maintain their good health—employers also have a vested interest in keeping...

For over 100 years, the hospital has been the core of our healthcare system, and a pillar of every community - the central hub where people enter and leave this world, and where scientific...

Increasing sales is a priority for organizations. However, in a competitive environment that has many business leaders deciphering customers’ changing needs while being more cautious and...

Delivering an optimal customer experience has long been a priority for forward-thinking companies, becoming even more important in today’s connected and social world. But, even the best...