Customer experience management and digitization has been transforming customer interactions for well over a decade, but the recent pandemic has dramatically accelerated that trend, driving...

Digital customer experiences have become more important since early 2021, when disruptions caused by the COVID pandemic prompted consumers to go beyond their habitual brick-and-mortar interactions...

For some time now, CX has been rising in visibility and importance. That development began well before COVID, but it has accelerated dramatically since the pandemic. Back in 2015, Forrester Research...

According to the Accenture Public Service Pulse Survey, the vast majority of citizens expect government agencies to provide service levels that meet or exceed those they get from private businesses....

Providing a first-class customer experience (CX) is no easy undertaking. It starts with building and maintaining a culture of service, but in today’s world, that can be especially challenging. The...

Digital archiving is playing an increasingly important role in enterprises, as users churn out more and more content. There are many reasons to retain that information, ranging from the practical...

Precisely attended and talked at UK’s Future of Utilities Smart Energy and Water events in the first quarter of 2022. Utility service providers and leaders from across the UK’s energy and water...

The past two years have seen a dramatic shift in consumer preferences toward digital channels of communication. As the COVID pandemic prompted a shift toward remote work and e-commerce, customers...

68% of marketing leaders say their company competes on customer experience (CX) and 67% of consumers say they will switch brands after a bad experience. One of the many challenges in CX is ensuring...