Customer experiences have transformed seemingly overnight, with enhanced digital tools and technology, work-from-home operations, and empowered customers. These changes, while led by private industry, are now expected in government services as well. Many government agencies are being asked to add more digital channels, flexibility and speed to public-facing operations while also maintaining strict levels of security and compliance. Every sailor, soldier, airman and their family members trust government agencies to protect and...
Retail has been altered in ways large and small since the COVID-19 pandemic began 16 months ago.  Businesses had to quickly adapt and find new ways to connect to their customers while maintaining operations. And it’s not over. At NRF Retail Converge, retailers weighed in on the consumer habits that they anticipate will outlast the pandemic, changing business models and the customer experience. What customers want from the new physical...
There’s no denying the vital role contact centers play in brands’ ability to meet customer needs quickly and efficiently. When done well, centers offer...
Propelled by the pandemic, retailers transformed their services, products, and customer experience at breakneck speed. More changes are ahead as consumers emerge, ready to...

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