Blog: Digital Transformation
Recent Posts
It’s been said time and time again: a great customer experience begins with a positive employee experience. When contact center agents are well-equipped, knowledgeable, and prepared to handle...
At a time when more people than ever are demanding an excellent customer experience (CX) from the private sector, federal agencies are increasingly focused on improving the government customer...
Everyone over age 16 in the United States as well as Puerto Rico and the District of Columbia is now eligible for a coronavirus vaccine. Yet for many, the vaccination experience journey is still...
Direct or branchless banking should have flourished in an environment where the COVID-19 pandemic accelerated a shift to digital channels, but it’s more complicated than that, according to J...
Life is complicated and rarely goes as planned and 2020 was no exception, especially for healthcare. COVID-19 triggered waves of individuals and families looking for help and answers, well beyond...
Healthcare contact center agents are at the frontline of the member and patient experience by providing crucial support and information. Lack of systems integration, outdated software, inflexible...
The pandemic accelerated digital adoption of messaging, web, and cloud at light speed, and in doing so contact centers have been at the front-line of large volumes of people in need for support,...
Getting the COVID-19 vaccines to constituents in an organized and efficient manner is essential to a successful vaccine rollout and ending the pandemic. Yet, in most areas of the United States,...
Customers are expecting easier, better, and faster CX in 2022. And customer service organizations need to meet these needs head on. The most successful brands will blend Artificial...
With 2020 in the rearview mirror, retailers are ready to embark on a new path forward. However, it’s impossible to look ahead without acknowledging the changes that the COVID-19 pandemic has...