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…
One way or another, businesses are coming around to the necessity of digital transformation. They’re attempting overhauls of the customer experience that can be comprehensive, compendious, and remarkably compressed. Yet…
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…
Your customers are used to immediate service. They order their favorite pizza with just a tap in an app, and binge their favorite shows their living rooms on their streaming…
Despite potential synergies, mergers are never easy — and often never achieve the economies of scale that were imagined. They require a marrying of cultures, knowledge, and the processes of…
If you’re involved with marketing ops for a Salesforce shop, you might be familiar with Salesforce Interaction Studio. It’s a robust customer data platform (CDP) that enables personalized customer experience…
Far too few organizations understand how much is riding on their knowledge base strategy. By some estimates, only 44% of companies consider improving the knowledge base a top priority. Alas,…
Health insurance executives understand the importance of relationships. In an industry where the primary commodities are trust, security, and protection, an insurance provider’s ability to acquire and retain customers often…
Artificial intelligence (AI) is all the rage – and it has also become a big, baggy buzzword. While a single term for the sake of simplifying communications is useful, it…
We don’t usually invoke action movie franchises to describe our customers’ successes, but there’s no getting away from it: What Ellucian did, under the guidance of Global Support Manager Katherine…
