Path to digitization: DIY automation
When I think about digital customer experience, I think back to last September when my husband and I were finalizing the mortgage paperwork for our new home.
Dinner before dessert: Why banks must digitize before they can automate
When you grow up with three siblings like I did, you quickly learn that dessert doesn’t last long, so you better dig in while you can.
Trading paper processes for personalized digital journeys
Learn how one of North America's largest pharmacy chains digitized and automated some of their biggest processes from flu shots to COVID-19 vaccines and beyond.
What senior IT leaders are saying about their business priorities and challenges
The widening gap between what customers and employees expect and how fast enterprises are able to adapt is getting wider every day.
Allies, not enemies: How IT and business teams can build a better CX, together
In an increasingly unforgiving business landscape, customer experience (CX) is key to attracting and retaining customers—but a great CX doesn’t magically materialize.
Self-service? Or self-destruct? Why customers dodge your self-service channels
Self-service should be a win-win. For customers, it provides faster access to the information they need or the actions they want to take.
How good data leads to happy customers (and more revenue)
It's no secret that data is among the most valuable assets an organization can own.
How improving complex processes leads to happier employees
Organizations tend to be customer-focused and look to improve common customer-facing processes first.
