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The healthcare industry is under tremendous pressure to meet the high standards of customer service that consumers have come to expect from online retailers.

If you are a contact center (or any consumer-facing business) operating in California or Colorado, heads up! Effective July 1, 2023, you can face thousands of dollars in fines for violating data privacy laws in those states.

These days, acting on an interaction after the fact—or even in the moment—isn’t enough to truly stand out among your brand’s competition.

U.S. Army General George S. Patton, who led what was arguably one of the most traditional command-and-control groups in the world during WWII, understood the pitfalls of micromanaging people.

It’s been over a decade since Capgemini and the MIT Center for Digital Business coined the term digital transformation. Today, rather than just focusing on introducing new channels to tech-savvy customers, digital transformation efforts are about creating frictionless, self-directed digital journeys where customers are in the driver’s seat of their own experiences.

In today's omnichannel landscape, customers expect a seamless and personalized journey across email, chat, social media and voice interactions.

Potent forces are fighting against one of the most important keys to business growth: good old-fashioned customer loyalty. Some of these forces are newish to the scene, others have been building up steam for years.