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Blog: CX Strategy & Digital Consulting

Recent Posts

How to Move your Digital Transformation Strategy Forward (Hint: It’s not a Crisis Response)

Without question, the COVID-19 pandemic has laid bare consumers’ dependence on real-time digital services and experiences. When customers order groceries online, use telemedicine, stream...

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Why CXaaS Matters, and How It’s Good for Your Business

You may have heard the phrase, “customer centricity is a journey, not a destination.” A good customer experience (CX) program is never complete. It should be continuously refined and...

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Consistent CX Builds Customer Loyalty in Uncertain Times

Creating an outstanding customer experience may catch a customer’s attention but unless it’s a consistent experience, it won’t win their loyalty. Especially at a time filled with...

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5 Strategies to Accelerate Digital Transformation

Countless mentions of “digital transformation” gets us no closer to a clear understanding of what it is and its impact across an organization. Even more frightening, it seems that ...

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3 Ways to Revolutionize Customer Service After the Pandemic

The COVID-19 pandemic has accelerated change in customer service. Daily at-home life for customers and agents has forced organizations to look closer at digital transformation as a serious...

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Effortless Customer Experiences Define the New Digital Age

The 'new-normal' brought on by COVID-19 was led by a digital-first approach to business. Digital transformation accelerated out of necessity to quickly meet unexpected surges in customer...

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How to Manage Call Volumes and Connect Communities in a Crisis Driven World

New technologies combine with traditional contact centers to manage the three crises government agencies must face: COVID-19, record-breaking unemployment filings, and confusion around the CARES...

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How Messaging Improves Call Volume Spikes Now and Creates Better Long-term Experiences

It's not a secret that customers typically call customer support as a last resort but in recent weeks, companies across many industries have reported high increases in call volumes, which...

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3 Ways Healthcare Outsourcing and Smart Messaging Clear Jammed Phone Lines

Hospitals and health systems are at the front line in battling the COVID-19 pandemic. Rapid responses to surging patient call volumes are critical. We’ve identified three urgent issues where...

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Here’s How Automation and Healthcare Outsourcing Increase Payer Support During Critical Times

In battling the COVID-19 pandemic, rapid responses to surging customer support volumes are crucial. Health plan members need information and empathy. We’ve identified four member support...

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