Making “How May I Help You?” A Thing of the Past
A few weeks ago while trying to make a change to my mobile plan, I had a customer experience that was poor at best...
The Evolution of the Contact Center
Contact centers (traditionally known as call centers) have always been a crucial part of the customer experience. However, in past decades, the role of...
Glia Wins 4th Finovate Best of Show
For some reason, Finovate seems to bring out the best of us and the recent FinovateSpring 2017 in San Jose, California was no different....
What to Ask When Choosing CoBrowsing Tech
Picture this: a contact center VP always has her ears pinned to the ground; she’s up on the latest trends in customer journeys and...
Wealth Management and Technology: The Missing Link
When clients entrust their financial advisors and wealth managers with their assets, they develop a relationship that goes far beyond a simple financial transaction...
CX Fund Update – Is Customer Experience a Good Indicator for...
It's been roughly four months since we launched our hypothetical CX Fund, a portfolio of stocks from 10 companies we felt were delivering a...
Podcast: Balancing Bots & Humans at Bank of America
While every industry faces customer experience challenges, not many face the unique obstacles found in Financial Services. In our latest episode of Movers &...
Do Customers Want to be Wowed?
What’s the best customer service story you know? Every company seems to have that one story where their customer service department went above and...
Customer Experience Challenges in the Insurance Industry
When it comes to the insurance industry, the most important values that should be nurtured between the agency and customer are trust and loyalty....
User Experience vs. Customer Experience
User experience (UX) and customer experience (CX) have overlapping traits but completely different end goals. With that in mind, it’s no wonder people often...