Technology has long been an evident place to look for solutions for the challenges faced by insurance. At times the industry’s slow-and-steady pace gets in the way of quick tech innovation. [...]
The number of organizations going ‘all in’ with the cloud without hesitation proves it is no longer the next big thing, but the new standard - Doug Van Dyke of Amazon Web Services
Word-of-mouth is one of the single most crucial factors in building and maintaining customer loyalty.
Video support is the newest option for organizations that want to provide top tier customer service.
When customers feel they need to re-word their problem several times on a service call, stress levels are quick to rise on both sides of the conversation and with no clear resolution—both sides end up feeling misunderstood.
Brand loyalty looks different today that it did ten or even two years ago. Whereas Yelp and Google reviews continue to make a huge impact, word of mouth loyalty-building is even more nuanced now.
The current hand-off between phone to a video demo is really clunky. And the transition doesn’t necessarily work to the salesperson’s advantage — which is the whole point, right?
Baby boomers are spending more year after year thanks to increased empty-nest leisure time in an improving economy.
While millennials are closing in on their peak buying years, companies need to be prepared to deliver tailor-made CX with this mercurial demographic in mind now more than ever.
In all the excitement over technology and cost-saving automation, we’ve forgotten that customer support systems are supposed to be there to actually support customers.
Omnichannel customer support is all the rage. And it’s a great idea to offer many different options to appease many different personalities, but that’s not always an option for every budget
In 2014, Americans returned $284 billion worth of merchandise, and that number is only expected to grow as consumers demand more lenient return policies.