For decades, customer service was considered a cost of doing business. To cut costs, many companies moved customer service jobs offshore, deployed various technologies to automate customer ...

Companies know it’s not easy or simple to fast-track digital customer service transformation. Now it's time to get out in front. Most digital customer transformation initiatives fail for similar ...

Companies around the world are making customer experience (CX) the top priority according to Harvard Business Review Analytical Services (HBRAS). But to do so takes more than lip service. To deliver ...

Even if improving customer experience isn't your primary goal in digital transformation, it is important to understand how CX connects to your initiative. Companies have many reasons for prioritizing ...

Most organizations don’t stall because CX transformation is impossible. They stall because they misdiagnose where they’re stuck. Platform, people and process are the three pillars of CX transformation ...

These short and wildly effective customer service improvement steps will set you well on your way toward becoming “the Ritz-Carlton of Industry X” or “the Zappos of Industry Y.” It’s hard to picture ...

Debate and discussion around data management, analytics, BI and information governance. This is a guest blogpost by Richard Bassett, VP of CX Automation & AI, NiCE. In customer service, the most ...

The rapid development of digital technology is making new demands on financial brands. Marketing methods that used to work perfectly only a decade ago, don't deliver the expected results anymore.

ATLANTA--(BUSINESS WIRE)--OpenSpan, Inc., a provider of innovative worker optimization, activity management and automation solutions, today announced TELUS (TSX: T, NYSE: TU) will showcase its recent ...