Blog: Digital Transformation
Recent Posts
This is the first blog article in a two-part series. As the world increases its digital footprint, an increasing amount of attention has been turned to Big Data. With the promise of regulating...
I had the honor of speaking at the 2013 SXSW Interactive conference in Austin recently, and I wanted to share some of the highlights from my speech on social media marketing and customer...
Mobile application downloads are on the rise, with more and more consumers looking for multichannel customer service and ways to interact with their favorite brands on the go. Yet, while...
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...
Customers are on the go. So why shouldn’t customer service go with them? Lamont Exeter, Vice President, Learning & Performance, explains how the future of customer interactions will be...
Social media is ingrained in our lives. It is not one particular brand-named website, like Facebook or Twitter, but rather a concept. With social media, we all have a voice. It’s because of...
Evidence shows that customers are frustrated with the service they get when they call companies’ contact centers. Cumbersome Interactive Voice Response (IVR) systems, long wait times,...
As customers become more digital, social, and mobile, businesses have opportunities to improve customer satisfaction and loyalty through a differentiated customer experience; but those who are...