Customer Experience

The total patient experience: reflections from HIMSS 2024

The landscape of healthcare is evolving rapidly, driven by shifting consumer expectations and technological advancements. Patients are no longer passive recipients of care; they are…

March 26, 2024 4 minutes read
Effective customer information management builds better digital experiences

Effective customer information management builds better digital experiences

Delivering excellent digital customer experiences has become a defining factor for financial services organizations today. The Financial Brand suggests that banks with customer-centric cultures are 60% more…

April 13, 2023 4 minutes read
Can a performance and incentives gamification program drive agent performance?

Can a performance and incentives gamification program drive agent performance?

In today’s fast-paced and ever-evolving contact center landscape, performance and efficiency are critical factors in achieving business success. To achieve optimal results, contact centers must…

April 10, 2023 5 minutes read
How AI is transforming DAM from passive to active

How AI is transforming DAM from passive to active

Digital Asset Management (DAM) started as a library for digital images: a passive repository providing a single source of truth for media files. But in…

April 3, 2023 3 minutes read
Why composability matters in digital experience

Why composability matters in digital experience

When times get tough, the tough get innovative. From a global pandemic to rapid inflation to economic uncertainty, business leaders have navigated their fair share…

March 3, 2023 4 minutes read
How governments can enhance digital customer experience with technology

How governments can enhance digital customer experience with technology

According to IDC, governments are the world’s largest service providers, and every interaction with the public is an opportunity to provide a great citizen experience….

February 23, 2023 4 minutes read
Top 9 reasons to modernize

Top 9 reasons to modernize

How do your top reasons stack up? Nine strategic reasons to put modernization at the top of your list: Reason #1 – Improve total experience…

February 21, 2023 5 minutes read
Improve agent experience to impact total customer experience

Improve agent experience to impact total customer experience

Many organizations have spent a great deal of focus and technological investments to improve overall customer experience. The practice of customer experience (CX) management focuses…

February 16, 2023 5 minutes read
The ROI of modernization

The ROI of modernization

“We’ve always done it this way.” The most dangerous phrase in the language is attributed to Dr. Grace Hopper. Relying on legacy products to attract,…

February 7, 2023 5 minutes read
Customer first: New U.K. consumer duty for the financial services industry

Customer first: New U.K. consumer duty for the financial services industry

Have you ever been presented with stack of financial documents plastered with sticky notes and felt confused about where to sign and overwhelmed by the…

February 6, 2023 4 minutes read
Supporting millions of South Africans through the pandemic 

Supporting millions of South Africans through the pandemic 

Please give us a quick introduction to the South African Social Security Agency (SASSA). What does the organization do?  SASSA is responsible for supporting some…

February 1, 2023 6 minutes read
Top factors driving higher demand for Cognitive Search

Top factors driving higher demand for Cognitive Search

Businesses strive to compete in today’s market by exercising cost leadership and delivering a winning proposition. Success lies in the organizational knowledge and data locked…

January 30, 2023 3 minutes read
What are digital assets?

What are digital assets?

The digital world has been growing exponentially since at least the 1940s and our appetite for content isn’t slowing down. Statista predicts the volume of…

January 24, 2023 3 minutes read

Stay in the loop!

Get our most popular content delivered monthly to your inbox.