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How to Put Omnichannel Strategy Into Action for Healthcare

The healthcare industry is getting a long overdue digital makeover. Reacting to pressure from consumers’ heightened expectations of digital, omnichannel experiences, healthcare providers are...

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Five Ways That the Next-Generation Cloud Will Lift the Customer Experience

Most executives recognize the importance of differentiating the customer experience. Unfortunately, far too many companies are stymied by organizational silos, inflexible technologies, and other...

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Look at the Big Picture When Evaluating Cloud Contact Centers

I’m excited about the upcoming Enterprise Connect conference where I’ll be participating in a panel discussion that will explore the business case for moving an organization’s...

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Four Ways the Cloud is Transforming the Customer Experience

Many organizations have been won over by cloud computing's promise of cost-efficient, on-demand data resources. At the same time, the market is still growing, with organizational leaders...

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Three Reasons to Embrace the Cloud

The cloud landscape, including public clouds and SaaS platforms, is rapidly growing. Forrester Research forecasts the public cloud services market will reach $191 billion by 2020, up from $58...

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Synthesizing Knowledge and Technology to Deliver on Customers’ Omnichannel Support Expectations

Many companies struggle to support today’s omnichannel customer. Managing customer interactions across multiple channels continues to be increasingly complex for contact center services and...

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Building Dynamic Customer Collaboration Hubs That Fuel Engagement

Since customers and companies use many different channels to communicate with each other, it’s often difficult for front-line managers and executives to follow the full thread of customer...

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Three Essential Elements for Effective Enterprise Cloud Connectivity

Many companies are interested in taking advantage of cloud technology capabilities but are still hesitant due to uncertainty about how to best utilize cloud technologies in their environment. In...

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Three Keys to Bridging Marketing and Sales

Marketing and sales can no longer work effectively in silos. According to Aberdeen Research, companies who are “best-in-class” at aligning marketing and sales have a 20 percent average...

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Forging Healthcare’s Path to Customer Centricity

As millions of consumers flood the market, the lines between traditional insurance and consumer-driven insurance plans will begin to blur.Over time, the number of consumers purchasing healthcare...

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