The Gist Opportunity knocks. Economic uncertainty is an opportunity to invest in customer experience, not…
Jen londonJune 20, 2024
But as care provision and health-related services become increasingly more digitized, expectations shift. Providing the…
Natalia GallurMarch 8, 2024
As the digitization of care provision and health-related services continues to grow, major pharma firms…
Natalia GallurMarch 1, 2024
Customers frequently navigate between one channel and the next across physical and digital – and…
Stacey GreeneJanuary 19, 2024
Understanding and enhancing customer experience (CX) is not just an opportunity for today’s customer-centric businesses…
Christina BellaroJanuary 9, 2024
As early as 2014, critical research published by the Harvard Business Review revealed that customers…
Peter DeTrempeJanuary 5, 2024
By 2026, one in ten call center interactions are expected to be automated, leading to…
Stacey GreeneDecember 7, 2023
This seismic shift has not been smooth sailing for most. Many firms are already grappling…
Ben ChackoNovember 23, 2023
Ticket requests are up, agent attrition is stretching teams thin, and the so-called “next-generation” of…
Ben ChackoOctober 20, 2023
So what should you care about most – speed or quality? The correct answer is…
Ben ChackoSeptember 28, 2023
More than 65% of people have higher expectations for customer service today than they did…
Ben ChackoSeptember 13, 2023