Have you ever thought of your brand as an emotion? The truth is your brand is much more than a name, product or service. For consumers, a brand is how people feel when they see your logo. It’s ...

Is there anything more frustrating than calling a customer service line, being bounced around from robot to human and back again, and having to explain your issue every time someone new is on the line ...

Delivering a premium customer experience has always been essential to financial services. But in today’s rapidly changing environment, financial institutions need to do more than maintain the ...

A new Economist Impact survey of global banking trends, commissioned by our company, shows that 75% of the 300 global banking executive respondents say banks will seek to differentiate on customer ...

Ever wonder what happens after a customer hears this prompt: “On a scale of 0-to-10, how satisfied were you with your customer service experience?” When customers get a text or email prompt, the ...

In 2022, shopping begins and ends online. With eCommerce sales predicted to hit an all-time high of $6.169 trillion by 2023, it's more important than ever to make sure the online shopping experience ...

In our tech-driven world, it’s easy to get lost in the many trends of generative artificial intelligence, cybersecurity, cloud and quantum computing, and digital transformation. Embedded within these ...

While traditional AI can’t always provide superior customer service, generative AI has the potential to significantly disrupt customer service. Whether placing an order, requesting a product exchange ...

“The sale” is important to every business. After all, it’s what keeps the doors open and the lights on. So it should only make sense that every business wants to do its absolute best to implement a ...