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Blog: Digital Transformation

Recent Posts

Top Customer Experience Trends Shaping Customer Service

The race to deliver exceptional customer experiences is as competitive as ever. Customers are challenging brands to deliver value and convenience that’s tailored to their specific needs....

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Digital Banking Needs a Human Touch

The financial services industry is working hard to digitize customer services. But by focusing more on services that reduce costs rather than improve customer experiences, many banking institutions...

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Video: Authenticity and Emotion on Display

Customer service is evolving, and while brands begin to implement the latest tools in automation and AI, genuine human values never go out of style. Zendesk’s latest event “The Future...

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Research shows patients want a consumer-driven healthcare experience

Healthcare patients have come to expect the same digital tools used in the consumer world, from scheduling appointments to picking up prescriptions.According to NTT Data Services research 59...

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Facing Hard Data Truths

With Facebook and tech companies in the news, two stories are playing out that speak volumes about the public’s appetite for data-driven ads and Facebook’s ability to adapt.Business as...

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Can You Tell the Difference Between a Customer and a Fraudster?

It’s unquestionable that business leaders and customers loathe fraud. But onerous safeguards that slow down the customer journey are a close runner-up. Companies are under pressure to protect...

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3 Tech Races that are Shaping the Customer Experience

In the ongoing race to surpass customer expectations, there are market leaders and laggards. The leaders dominate their competitors in mindshare, number of applications, and perceived value, among...

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The Missing Piece in AI Programs: Emotion

In the realm of big data analytics, there is an urgent demand for systems to evolve its artificial intelligence (AI) with emotional intelligence. Understanding customer’s emotions is key. The...

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Turn the GDPR into a Carrot—Not a Stick

In a few months, the EU General Data Protection Regulation (GDPR) will come into force, overhauling how organizations around the globe handle personal information. When this happens, businesses...

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Text Mining for Data Gold in the Contact Center: A Client Story

Despite a growth in digital and self-service customer service channels, customers still use the standard, live-support channels—73 percent use the phone, 68 percent use email, and 58 percent...

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