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…
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…
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…
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…
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…
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….
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…
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…
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,…
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…
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…
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…
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…
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