To survive and thrive in a crowded landscape, software, and cloud services companies need to be hyper-focused on one key metric: customer retention. Power is shifting to customers as the subscription model creates a low barrier to churn. While there are many factors at play, one thing is for sure. Software companies are intensely focused on boosting the quality of […]

The bigger your business gets, the more challenging it can become to deliver the kind of personal, thoughtful experiences that stand out in your customers’ memories. But that doesn’t mean it’s impossible. Agents willing to tackle difficult problems, who are empowered with the right technology that preserves important context about each support issue, are what it takes to deliver exceptional […]

Personalized patient experiences are vital to positive patient outcomes. Unfortunately, outdated technology prevents many healthcare organizations from providing the kind of streamlined experiences that patients and employees expect. Read on to learn how leading healthcare organizations are addressing the challenges faced by the industry while creating better patient and employee experiences.

There has been one constant over the past three years, it’s change—how we work, live, and consume have all been radically transformed, and as a result, healthcare organizations have witnessed dramatic shifts in consumer expectations. This period of widespread change has led many businesses to invest more in the customer experience, and as 2023 begins, the scope of consumer demands […]

Back in the day, manufacturers operated under the guiding philosophy, “If you build it, they will come.” And for many decades, this was true. There is no debate that industrial manufacturing transformed the world, creating the goods that kept the global market fed, clothed, sheltered, and even entertained. Fast forward to 2023 and the world has changed. The rise of […]

Industry changes and challenges over the last few years have tested the mettle of most manufacturers. With disruptions in supply chains, changing customer preferences, remote work, workforce reskilling, and fundamental shifts in offerings, manufacturers were set back on their heels and pressured into rapid response. As a result, an agility mindset—the ability to respond to changing conditions quickly, make change […]

Building positive, long-term customer relationships has always been important to business success, and the methods for doing so are evolving quickly across industries.This is definitely the case for financial-services companies. Rapidly evolving customer expectations are driving substantial realignment of customer experience fundamentals. The financial services experience is becoming increasingly digital for consumers, and more than 50% expect their providers to […]

Venture capitalists nearly tripled their investment in online-only banks from the year before—to the tune of $133 billion. But with inflation, rising interest rates, and economic uncertainties facing the world today, even the most well-funded fintechs need to find a clear path to acquiring—and keeping—customers. And as the market becomes more competitive, it may be tempting for some fintechs to […]