Consumers expect service to be seamless and omnichannel. No surprise, given the ubiquity of apps and service across many channels—phone and email, but also chat and platforms like Twitter. That expectation has carried over into the workplace, where employees have the same standards of service as they do for the businesses they patronize. Now more than ever, human resources departments […]

There is no shortage of challenges that companies and HR organizations now face as a result of COVID, and how to best evolve the employee experience is a question that has surfaced as a result. Everyone is trying to figure out what the employee experience looks like when working from home, back in the office, or a hybrid of the […]

Designing a support experience that enables you to have natural conversations with your customers regardless of channel sets up your organization to provide exceptional service both now and down the line. Though it might be tempting to add products and channels piecemeal as you grow, it becomes difficult to later connect the dots and data and provide consistent conversational experiences. […]

During periods of economic instability and uncertainty, customer service leaders are faced with more than standard-fare challenges. These generally fall into three primary categories:• Lowering and prioritizing costs• Scaling for growth and finding creative ways to increase revenue• Retaining customers, who may be facing these same challenges Any of these are difficult on their own and may feel insurmountable when […]

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 Unfortunately, outdated technology prevents many healthcare organizations from providing the kind of streamlined experiences that patients and employees expect.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 […]