Enhance CX

The definition of customer service has changed considerably over the 20+ years of my career. Many moons ago, I worked at the help desk for a major airline. Customers used to call in to request...

In our now digital world, your customer’s primary interaction with your company, products and services is online. According to Forrester, self-service has been the most preferred channel for connecting businesses to their customers during the...

How many times have you called a service provider and been prompted to enter your account information, only to be asked again for the same information once you were routed to a live representative? Instead,...

It may just feel like you’ve entered a futuristic sci-fi movie with some of the latest retail tech trends exploding on the market. Retailers across the board are upping the ante to deliver a more...

Communication and flexibility are a must for today’s businesses. If you can relate to any of the scenarios below, you know that when you don’t have the tools and capabilities needed to operate efficiently, your...

Digital transformation initiatives are a top priority for many organizations going into 2018. From globally recognized brands, to mid-market and small organizations, the momentum is spreading across every industry, with CIO’s leading the charge. As...

Artificial intelligence (AI) was a fixture in popular culture long before it became a computing reality. From Gort in The Day the Earth Stood Still to Hal 9000 in 2001: A Space Odyssey, kids grew...

The customer experience is essential to an organization’s success (or even survival) today, but even a good CX may not be enough to set your business apart from the competition. Consumers today demand exceptional service,...

A friend recently decided to take an extended cross-country trip with his family.  Faced with a demanding work load and colleagues who depended on him, he decided the only way to pull it off was...

Clinical care is often described as being a blend of art and science. The rapid digitization of health data, led by widespread adoption of electronic health records (EHRs), has created tremendous opportunities for health IT...