Insights

When a team attempts to collaborate on a project, only to be hindered by a slow, unreliable network, the frustration is bound to mount....

In an era of high customer expectations, the ability to scale on-demand customer service during peak periods is not just a competitive...

Great Southern Bank improved customer service and efficiency by enhancing its CXone Mpower platform with AI-driven automation. CUSTOMER...

In 2025, CX leaders in the financial services industry face a critical juncture. Customers and clients expect seamless, intuitive...

Love it or hate it – you just CAN’T ignore AI anymore. Its transformative power is being felt among businesses across industries...

Contact center automation streamlines operations, reduces costs, and helps deliver effective customer service. There are various types of...

Contact center analytics represent the gathering and reporting of customer data. By utilizing this data, businesses can improve the...

As consumers, we’re enveloped by new technology that creates a dizzying array of multiple new digital touchpoints that go far beyond...

Imagine walking into a store to buy a pair of shoes. The salesperson is friendly and helps you find the perfect pair. You're happy with...

In a customer-centric world, the key to an unforgettable service experience lies in the hands of your workforce. Empowering them...

The axiom "you can't manage what you don't measure" is particularly true of customer experience (CX), but the multi-faceted nature of CX...

Create Better Customer Claims Experiences Claims handlers face the challenging task of delivering excellent customer experiences to...

The global open banking growth rate is expected to reach $19.14 billion in 2022 and is projected to grow to $48.13 billion in 2026 at a...

Clootrack conducted a detailed study analyzing 8,154 passenger reviews from January 2022 to January 2023. The study focused on Middle...

In an increasingly competitive airline industry, providing an exceptional passenger experience has become a crucial differentiating...

A handy guide to perfecting your workforce scheduling with technology that enables agent flexibility and autonomy. At long last, employee...

Contact center leaders know that their quality management (QM) programs are critical to customer experience (CX) and driving a connection...

Delivering personalized experiences in 2024 requires the right technology and data along with human oversight and transparency. Looking...

Mastering the art of customer engagement requires focusing on building strong, long-lasting customer relationships. Businesses that have...

As technology continues to blur the line between online and offline interactions, omnichannel marketing aims to enhance consumer...