Tech has the power to drastically change the ways brands understand customers, yet few B2B strategists are discussing the importance of using tech to improve collaboration.

Technology has always progressed with trial-and-error, but our patience with tools that cause us much grief as they solve---is running thin.

Brands that openly display a lack of interest in their customer’s experience will have a hard time finding and keeping loyal customers.

Brands that openly display a lack of interest in their customer’s experience will have a hard time finding and keeping loyal customers.

Brands that openly display a lack of interest in their customer’s experience will have a hard time finding and keeping loyal customers.

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. Startups move much faster.

Customers don’t want to wait at the app store or search for your support app, they want you to help them with their claim right away using the tools they already have on hand.

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

Communication is the most undervalued aspect of a project manager’s role. Video allows for richer communication, but more importantly, it allows for clearer communication.

Customers can tell you a lot through direct feedback, but that will never replace the value in seeing how real people actually use your product.

Video-centric and customer-driven support is transforming the way customers and brands interact.

Following today’s smart home trends, home insurance claim capturing technology would fit right in with the way smart homes are already heading.

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 you buy a luxury vehicle in 2016, you’re also buying an OS you’ve never encountered before.

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.

Customers are in charge and savvy CEOs are finally taking note. As swift tech development led to more and more automation within the customer experience, we became more alienated than sated (AI phone menus, for instance).

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

Gartner estimates consumers are connecting 5.5 million new IoT products every single day. All the way back in 2013, ABI Research predicted that by 2020 there could be as many as 30 billion IoT devices in use around the world.