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Blog: Digital Transformation

Recent Posts

Digital strategy vs. digital transformation: 3 ways to make both work for your brand

There’s no denying the integral role a strong digital strategy plays in a brand’s success. The thoughtful use of digital technologies can bring great competitive advantages: better...

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The Metaverse and digital sneakers: Looking at six years of VR/AR experiences

When we started reporting on virtual reality (VR) in 2016 we were picking up cardboard goggles, retailers began to feature virtual storefronts, and experts questioned its relevance in day-to-day...

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Avoid these 3 common mistakes when it comes to average handle time vs. average talk time

For many brands, average handle time (AHT) and average talk time have traditionally been extremely important metrics. The quicker an associate can resolve a customer issue or question, the better...

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3 ways retailers are adapting to higher customer expectations

From a massive ecommerce shift to curbside pickup and store floors converted into fulfillment centers, the retail experience has rapidly changed. In response to these changes, consumer expectations...

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Successful remote contact center work starts with leadership training

For many companies, it has been nearly two years since making the sudden shift to remote work in response to the COVID-19 pandemic. A key success factor was whether managers and team leaders...

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2022 wage strategies: How contact centers can face the Great Resignation

In the face of the Great Resignation, industries across every sector are faced with a harsh reality: give your employees a healthy and productive work environment or they will leave you. And the...

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Turn healthcare contact center challenges into opportunities

The healthcare contact center industry is undergoing rapid changes marked by a shift to digital channels, remote work adoption, and greater member needs and expectations. In a webinar hosted by...

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Banking reimagined: How Citizens Bank plans to stay ahead in a digital landscape

At the start of the COVID-19 pandemic, Citizens Bank—like many companies across different industries—found itself activating digital transformation plans that were still under development. In our...

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4 CX changes to prepare for as the public sector embraces the cloud

Customer experiences have transformed seemingly overnight, with enhanced digital tools and technology, work-from-home operations, and empowered customers. These changes, while led by private...

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How the Pandemic Has Reshaped CX Value

Customer experience is fluid. Social factors, environments, and technology shape people’s expectations and the interactions they expect from the brands they shop with. As a part of the CX Pod’s...

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