Blog: Consulting

The dialogue between you and your customers is the lifeline of your business. The media industry has a bevy of digital and traditional tools for communicating with their customers. Online forms,...

Thanks to greater transparency and communications techniques, companies are continually finding new ways to engage with customers and develop stronger relationships.As customers become more...

One of the questions that fans of the hit television series “Breaking Bad” puzzled over was why Walter White continued to make crystal meth after making millions of dollars and running...

In the eyes of consumers, every call qualifies as complex—that’s the underlying reason for their query, after all. Each problem they encounter sparks confusion and frustration. To avoid...

Companies have the opportunity to leverage their contact centers to truly address customer needs – even predict and anticipate them – and those that do will optimize customer experience...

We all know by now that rising customer expectations and changing behaviors are compelling banks to consider how they can improve their response to customer needs.Many advanced strategies to...

In traditional employee training programs, new hires go through rigorous programs. Rather than run through the “kitchen sink” of industry, technical, and procedural lessons in a module...

The financial services industry is undergoing massive disruption. The onslaught of industry regulations, changes in consumer behavior and demographics, and the emergence of new market entrants such...

Each week it seems you hear reports that more and more brands are focusing on “customer experience” as a way to differentiate themselves in a marketplace of increasingly commoditized...

Companies are awash in consumer data and the healthcare industry is no different. And just as retailers, manufacturers, and other industries are using predictive analytics and data mining to...