With choice comes demand. Consumers in many industries now change vendors more quickly than in the past, which makes a great customer experience more important than ever. New ways for attracting and retaining customers need to be explored, and most …
Contact Center Industries
#HIMSS18: Better Patient Engagement on a Better Channel
It is no mystery that we view our mobile devices as a life and travel companion. The other day I left my house without my wallet, but to be honest, I didn’t need it the entire day. I was able to order an on-demand ride, …
Report: Contact Center Challenges & Priorities for 2018
When I was in high school, a fellow student was bragging about teaching herself to juggle. She was explaining to a group of people how difficult it was and how not a lot of people can do it. I listened intently while wondering to myself …
Helping the Everyday Heroes
Family or informal caregivers are the friends, family, and neighbors who step in when someone they care about is in need. It is estimated that there are upwards of 40 to 50 million caregivers in the United States right now, and even those figures are …
Fake Restaurant Rated London’s Best—A Social Media Cautionary Tale
Savvy business leaders understand that in a digital age driven by customer experience, the contact center is the engine of success today. They also understand that the contact center’s responsibility has shifted from a relatively one-dimensional relationship with customers to an infinitely more complex omni-channel …
Improving the Retail Customer Experience with SMS
I’m the proud owner of three enormous dogs. The beasts, whom I adore, collectively weigh about 400 pounds. As you can imagine, they eat a lot. Buying their food at a brick and mortar store almost qualifies as a workout. Getting the bag of food …
The Case for Self-Service: Your Customers Don’t Want to Talk to You
Faced with a conundrum, my son came to me the other day asking for help. He was attempting to register for spring semester classes, but because of a missing prerequisite, he wasn’t able to register for the math class he intended to take. Neither one …
Mobile and SMS – A New Hope in Patient Engagement
We can all agree that mobile technology and consumer channels have made a strong footprint in healthcare. With the advent of patient portals through mobile or disposable apps, patients can easily check physician visit summaries and test results, view prescriptions and access personal data within …
NGPX & CIO Summit Takeaways
Over the past few weeks, I’ve had the privilege of speaking at both NGPX in San Diego and the CIO Summit in Omaha. Now that I’ve finally had a few hours at home to catch my breath, I thought it might be helpful to share some key …
Share and share alike: why user groups and collaboration work
For many organisations, speaking with competitors in your industry about their internal processes may seem counter-productive. Like any business, there are innumerable clever and strategic ways in which your department or company has been able to make cost savings, increase productivity and create operational efficiencies …