Digital Experience

Before bots become universally accepted, brands need to work out a few kinks. Bots represent an opportunity to provide faster service but an over-reliance on this technology can damage brand credibility. Booking.com, 15Below and IDC share insights.

Many contact centers are so focused on basic cost-savings tactics, such as reducing handle times, that they de-prioritize predictive customer service. This article explores the big benefits of adopting preemptive customer service methods.

VoC is about getting to the bottom of brand perception. Learn how Zappos and Southwest Airlines are tapping into VoC, and read what John Goodman, Customer Experience 3.0 author, says about customer surveys.

According to research, 90% of companies who have made the leap to a cloud contact center are satisfied with the move. But that begs the question for those who haven’t transitioned yet: should they make the leap too? Experts share what to consider first.

From telemedicine, to data-driven care, to wearables, this article shares the current trends driving healthcare tech today and how it will change the customer experience going forward.

The rise of self-service in customer support empowers customers to resolve product issues and questions, but experts agree - successful self-service shouldn’t end there. Read these tips, including when to outsource.

Cybersecurity threats are beginning to redefine excellence in customer service. This article explores how to rise to the challenge, even strengthening customer relationships and loyalty - along the way, and after the fact.

Fintechs take a single banking service, understand pain points and make an improved application for that one service. In fintech, user-centered thinking makes for an outstanding customer experience.

As researcher Bréne Brown said it best: “When you own your story, you get to write the ending.” The same holds true for owning the customer experience - where establishing an omnichannel strategy plays a big role.