Technology

Customers live on their phones, but not in the same ways they used to. Prior to COVID-19, chat and messaging capabilities catered to users always on...

As the COVID-19 vaccine rollout begins across the country, patient experiences vary. Hear what some people had to say in their efforts to receive...

Customers may have tolerated subpar customer experiences due to COVID impacts last year, but times have changed. They are expecting easier, better, and faster...

It turns out the coronavirus pandemic is also a time machine. Instead of a lengthy march to digital transformation, the pandemic condensed years of...

At the recent Forrester Data Strategy & Insights 2020 virtual conference, analysts described a future where people and technology work together to bring out their best...

In spite of recent political turmoil, the video app TikTok is experiencing a meteoric rise in the U.S. TikTok has about 100 million monthly active...

The at-home environment has put digital, convenience, and proactive service into hyper-drive. This applies to sales as well as customer service. Inside sales associates...

Without question, the COVID-19 pandemic has laid bare consumers’ dependence on real-time digital services and experiences. When customers order groceries online, use telemedicine, stream...

When customers reach out to a brand with sales or customer service questions, they increasingly do it from their mobile devices. Whether it be...