In an industry generally known for slow adoption of technology, one insurance business discovered that the COVID-19 pandemic provided the catalyst it needed to prioritize…

Many companies today are transitioning from traditional on-premises telephony contact center solutions to cloud telephony solutions—better known as contact center as a service (CCaaS). But…

Customers are demanding efficiency, immediacy, transparency, and universal engagement across channels. They’re putting major pressure on organizations to deliver more and more modern experiences, with…

Working from home has now become the standard for many companies. As the pandemic eases, businesses are likely to re-examine their preferred ways of working—whether…

Companies are increasingly looking for solutions to increase their productivity, by modernizing their technology stack, increasing the value of their existing applications, and enabling their…

What’s been set in motion by the events of 2020 isn’t temporary. Its effects will continue to be felt far into the future. In particular,…

Targeted customer communications are a powerful way to increase engagement and build brand loyalty. Done poorly, they’re also an effective way to drive your audience away.   Your audience is being…

COVID-19 accelerated digital transformation across every industry sector. New research shows that digital transformation and providing positive customer experiences are the top two priorities for banking in a…

Organizations need to have seamless and constant communication with their customers while also gaining insights into their needs. This helps in enhancing the customer experience,…

Maintaining open lines of communication with your customers and partners is essential, but with all the different methods in use today, doing so can get…

Imagine you have an annual budget of $50,000. Do you spend it all on customer experience or customer engagement? The question is difficult because the…

When it comes to customer communications, Millennials, we’re told, prefer text and social media messages to phone calls and email. While most of the research…