Social, Mobile & Web

In theory, self-service should embody the notion of customer centricity. In practice, it tends to impose an undesirable burden on customers.

Actually elevating digital journeys has proven to be a considerably more trying task; with many companies acknowledging the need to improve interaction quality, add channels, and increase resources.

Hoping to avoid these unsuccessful phone interactions, customers become more comfortable using digital channels throughout the customer experience. But how do brands go about navigating consumer chang...

The root of the problem is simple: few of today's contact centers possess omnichannel capabilities. Without an ability to enhance experiences throughout the journey, let alone connect touch points to...

The pandemic has changed the way customers are interacting with brands; instead of using typical channels, they’re now appropriating social platforms to reach their favorite companies.

The nature of customer experience is changing. Consumer behavior trends are dictating the increasing importance of new channels, such as social media messaging. What impact will this have on the busin...

Today’s mobile users expect support to be delivered directly in an app and for the interaction to respect their time. Most brands, however, fail to meet these expectations. When this happen...

Respect/convenience - Digital messaging is a staple in your customers lives, they expect you to be part of it. Nowadays we interact with everyone digitally – we text our friends, instant messag...

“We saw it coming… we knew that virtual agent environments where a large majority of employees would be working from home was in the future. We saw that back in 2005..."

The rise of customer expectations and increasing use of smartphones are amplifying the need for mobile customer support. The competitive gap will widen between brands who provide great mobile customer...

"This is pretty widespread and pretty egregious. And I don't think Uber has any plans to fix it."

Mobile commerce is driving online sales. However, one small change can have exponential benefits for businesses.