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Customer Engagement

How to Move your Digital Transformation Strategy Forward (Hint: It’s not a Crisis Response)

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

How Well Do Brands Use Mobile Messaging and Live Chat?

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

5 Strategies to Accelerate Digital Transformation

Dylan Haviland -
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Rich Text Editor, edit-field-body-und-0-value, Press ALT 0 for help Countless mentions of “digital transformation” gets us no closer to...
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Technology

Data Breach Report: Credential Theft, Social Attacks Lead to Most Security Breaches

Judith Aquino -
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Cybercriminals, hackers, and fraudsters are, if nothing else, adaptive. In a new study, the 2020 Verizon Data Breach Investigations Report, researchers identified...
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Customer Engagement

Contact Centers Maintain Human Connections in Times of Crisis

Elizabeth Glagowski -
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In times of crisis -- like right now -- people are naturally anxious. They are unsure of what will happen next. They...
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Customer Strategy

How sustainability is reshaping relationships with consumers and clients

Dylan Haviland -
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On Feb. 17, Jeff Bezos announced the “Bezos Earth Fund,” pledging $10 billion against what he deemed Earth’s biggest threat, climate change....
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Technology

Redefining Disruption

Judith Aquino -
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When Facebook founder and CEO Mark Zuckerberg revealed his company’s internal motto was to “move fast and break things” back in 2009,...
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Employee Engagement Strategies and Best Practices

Enter a New Reality of Employee Training

Dylan Haviland -
0
When virtual reality (VR) technology first came out it was a novelty primarily seen as an innovative way for gamers to dive into...
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Employee Engagement Strategies and Best Practices

Decoding RPA and Intelligent Automation in the Contact Center

Rafa Domene Carmona -
0
Today’s customers are fast. The rise of messaging apps and smart phones have enabled them to reach whomever they want, wherever they...
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