In a world where customers have more choices about how they bank than ever before, customer experience (CX) is critically important. Delivering great customer experience in banking is a...
Stop just buying bots; start being strategic about them. That was Jane Hendrick’s answer to the question: “What’s the secret to chatbots customers (and CXOs) love?” Implementing and using...
“Listening” to customers and employees today can be complex. It involves capturing not just what people tell us, but also how they’re interacting with our customer experience channels and...
The holiday season is about gift giving, office parties, and family get-togethers. But it’s also the time for reflection and gratitude—and that provides an ideal opportunity for customer appreciation....
The study found the No. 1 driver of digital transformation to be employee productivity/efficiency, followed by customer experience. This makes sense, considering the direct correlation between employee experience and...
Increasingly, customers are virtual to businesses rather than a physical presence, which makes it critical to match technology with the best customer experiences. But for modern businesses that...