As the world becomes more and more digital-first, customers aren’t the only ones opting for easy, digital experiences. Brands are too. Companies looking for an easy way to stay connected with customers in digital channels have catapulted contact center as a service (CCaaS) platforms, powered by...
The world of now is always slowing down the world of the future. Brands and enterprises want their strategies on a sound footing before dedicating the time, process, and people to realizing them. Which means experiments, like the metaverse, may have to overcome some obstacles before seeing...
The world has never been more reliant on digital channels, often self-served. But how can brands humanize and delight, regardless of how digitized the journey becomes for customers and employees? What role do personalization and conversational commerce play, and how can brands meaningfully...
With digital self-service technology advancing at a phenomenal rate, why are interactions with chatbots and interactive voice response (IVR) systems still the sources of so many frustrating customer experiences? COPC research shows that most customers prefer...
Compared to industries such as retail and financial services, the medical industry has traditionally lagged behind when it comes to investing in new technology. However, since the COVID-19 pandemic, healthcare organizations have increased their investments in technology, digital solutions,...
To survive in the CX industry, it’s no secret that businesses must be fast, agile, adaptive, and reactive. Processes must be efficient as well as effective to ensure that customers receive satisfaction in every touchpoint. Changing consumer behavior and preferences have to be considered every...
The headlines seem to be blaring everywhere: a recession is coming, inflation is out of control, COVID-19 isn’t over, big tech is laying off tons of people, and people are leaving the workforce in droves through The Great Resignation or quiet quitting. Every day seems to bring more challenging...
Disruption and transformational change continue to shake up the status quo across healthcare. Well-established retail disruptors and uniquely differentiated digital-first innovators are each vying for control of the consumer relationship. That’s leaving incumbents, the traditional providers,...
COVID-19 triggered a global slowdown that declined economic growth and consumer activity. With inflation numbers rising, the probability of a recession is also increasing. According to CNBC , recent forecasts indicate that a recession may occur this year or earlier in 2023. Previous market...
Evolving consumer behavior has prompted brands and businesses to redefine their CX AI processes to enable a singular, seamless flow and the best intelligent experiences. Technology plays an integral role in making this possible, with more and more companies tapping into a myriad of digital...
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