Industry

How quickly would you drop a brand if you received negative customer service? Just to give you an idea of how the importance: in a survey of 4,000 consumers across…

Trends in financial services over the last five years have focused on improving the lives of customers by adding mobile abilities and tailoring products and services to individuals. Those trends…

In my best ominous television voice: every fifteen seconds, a retail bank or financial institution fails one of its customers. Okay, maybe it’s not that often. But somewhere, some poor…

Imagine if your job required you to memorize 5,632 jumpwords just to get your daily work done. That was an impossible reality for Charles Schwab, a US leader in banking…

If you can count on one thing, it’s that customer service will only become more important for banking and financial services organizations. For growth-oriented companies, at least. Research from Salesforce…

It’s the third decade of the new millennium and contact center management is under duress. A different kind of duress, actually, at least for financial services institutions (FSIs). In addition…

Whether they focus on B2B or B2C offerings, companies have long thought of case deflections as the hallmark of providing great customer experience.  If an existing customer doesn’t lodge a…

When it comes to improving customer experiences, you might wonder about the common opportunities among retail, financial services, high-tech SaaS, and technology services companies. Over the last few weeks, I…

It’s time for many organizations to dust the cobwebs off the enterprise search experiences developed on decade-old technologies that frustrate employees and are expensive to maintain. And chances are, the…

Today’s digital-first consumers—who are also patients—have increasingly higher expectations regarding their interactions with their healthcare providers’ online presence. Basing their opinions on the online customer experiences they enjoy in other…

It’s arguable that organic traffic is the most valuable marketing channel there is. But there’s a cold war going on between tech giants, with your product data caught in the…

The coronavirus pandemic has transformed the way we shop. The dramatic rise in online B2C shopping tends to grab most of the headlines. But, as customer expectations about ecommerce store…

If there’s one thing we embrace at Coveo, it’s that we can all learn a lot about our customers by going beyond the customer journey and taking a close look…

ServiceNow is all about making things work better with digital workflows. Across people, processes, and systems, this platform can quite literally transform the way organizations work (just ask Deloitte).  As…

Don’t look twice, but you’re losing B2B customers to sites that offer a B2C experience.  B2B customers are also B2C consumers. They refuse to wait more than one second for…