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Forget Batteries, Bots will Soon Include Personalities

Do virtual assistants need a personality? If so, what defines the personality of a virtual assistant? Questions like these are becoming increasingly relevant as virtual assistants that are powered...

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What Customers Want: A Little Less Disruption

Remember the promises we all heard regarding how technology was going to make our lives easier? How’s that working out for you? We haven’t moved to a four-day work week, nor have our...

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4 Technologies Facilitating the Service Customers Crave

It’s unquestionable that many consumers prefer self-service before interacting with a customer service specialist. But sometimes speaking with an associate is unavoidable or even more...

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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 Key Strategies for Digital-First Engagement

When there’s an app for everything, how do businesses stand out?Brands face increasing competition for keeping customers engaged on a crowded digital landscape. And in a world where a...

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The Digital Experience is Coming to a Government Near You

Buckle your seatbelts: The digital revolution that has transformed commerce is coming to governments across the U.S.You heard right. Smart local, state, and federal government leaders want to...

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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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Keeping Your Customers Safe: CRM Best Practices for Product Recalls

Many of our clients have been diligently collecting customer data for years. It is organized and stored in well-built CRM systems with the ultimate purpose of making customer experiences better and...

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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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Connecting the Dots on Customer Engagement

In 2014, eMarketer reported that just 8 percent of major retailers offered a fully synchronized customer care experience between their offline and online channels. Today, retailers are finally...

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