It's hard to predict service case volumes, and even harder to make sure customers are connected with the right agents on the right channels at the right time. Many organizations — including Salesforce — have rethought how they run the contact center. Here's what we know.
Connect the digital and human experience to build confidence and trust, for both your employees and customers.
When the pandemic hit, Mobile Technologies Inc., a global leader in retail merchandising and services, accelerated a plan to digitize field service management and create an agile workforce. Here are five takeaways.
Many businesses that made changes during the pandemic knew they had modernize their business technology before the pandemic hit.
A Harvard Business Review Analytic Services report finds that getting the customer experience right is more important in Retail than in all other industries combined.
What does it look like to market, sell, and engage your audience from anywhere? Our latest customer stories featuring Sonos, e.l.f. Cosmetics, and Spalding show how to get more from digital.
To meet new consumer demands, retail banks need to prioritize improvements to customer experience with the help of autonomous finance.
Nearly all companies have a digital presence, and many are quite good. But in 2021, good doesn't cut it.
How the Retail Annuities team of a life insurance company with a more than 175-year history is redefining its call center metrics to support new business objectives and improve employee retention and growth.
Less than a third of global marketing leaders were satisfied with their ability to measure ROI last year. How is 2021 flipping the script?
