Consumers’ needs and preferences seem to change every day. As such, a stronger focus on customer service and experience is critical to creating loyal customers. Here are three tips to improve service and deliver exceptional experiences to boost your business.   Customer expectations have always changed. That much is obvious. Lately,...

AI is transforming the future of the contact center industry by delivering better customer experiences and improved business outcomes. Afiniti CEO Larry Babbio is leading the company’s advancement of its patented technology, which pairs callers and agents on the basis of best fit. Recently, Afiniti announced a partnership with LivePerson,...

The customer experience (CX) is the grand sum of all interactions between a company and its customers. It’s the lasting impression that a business leaves on its patrons, and it’s one of the most important elements when it comes to creating long-term relationships with customers. If companies want to make...

I founded Clio in 2008, just as the global economy was reeling from the Great Recession. I was a young entrepreneur with big dreams and even bigger ambitions, and—despite the economic challenges—I saw an immense opportunity in cloud technology as a transformative innovation. The legal industry was one of the...

As brands begin the process of continual digital transformation, there are several factors that need to be considered in order to provide successful solutions for common B2B pain points. Innovative ideas are great, but only if the company can operationalize it successfully. This article outlines steps you can take to...

Joel Arthur Barker, the technology and business futurist, in his book, Paradigms: Business of Discovering the Future (New York, NY: Harper Collins, 1993) wrote that the difference between a manager and leader is that a manager manages within a paradigm and leader manages between paradigms.   Leaders create paradigm shifts when...

Delivering an exceptional customer experience is critical to modern business success. But with customer expectations changing at a rapid pace, how can companies keep up? This article breaks down what it takes to stay ahead and give customers the experiences they want, when they want them. Digitization has made it...

According to a 2020 McKinsey report, a third of all sales tasks can be automated. That’s a game-changer when it comes to improving efficiency for your sales team and boosting ROI. Yet, the same report states, one in four companies had automated only one of their sales processes. In this...

Customer service is an essential touchpoint for every business that aims to keep growing. It continues to evolve as customers better understand what they expect from the service industry. The digital era has presented businesses with new challenges in adopting communication strategies that help keep their brands top of mind...

Customer experience is a top priority in today’s hyper-competitive digital economy. Companies are looking far and wide for disruptive technology providers and partners to better communicate with their customers and elevate their contact centers. Yet the contact center industry remains fragmented. The 10 or so multibillion-dollar players represent only 30%...

If you’re a product designer, the most exciting part of your job is seeing the finished product for the first time. It’s the culmination of months of research, thinking, meetings, tinkering, frustrations, and triumphs. It’s what makes the job worthwhile. So Doug Dietz, a designer at GE Healthcare, was understandably...

Founder’s Mission to Enhance Experiences of the Deaf and Hard of Hearing Communities. Hardships bring out the best in the few extraordinary individuals who manage to use their struggles for greatness. Martin Luther King, Jr., perhaps explained it best: “The greatness of man cannot be seen in the hours of...

And how your security process may be driving customers away. It’s a common scenario these days: Your customer is returning to take advantage of your spring offers, so they go to log in, but they can’t get in right away. Your site or mobile app now requires them to verify...

You've put customer experience at the core of your contact center strategy, and you want to be sure that what you're doing is on the correct track? Here are five indicators that you must be aware of in order to create a dashboard that accurately reflects your priorities, progress, and...

The COVID-19 pandemic has changed consumer behavior for good. Thankfully, there are a few ways you can optimize both in-store and online experiences to meet modern shopping expectations. Rhett Power shares some tried-and-tested strategies. The COVID-19 pandemic resulted in a surge in e-commerce, and it shows no sign of slowing....