Bridging the Omnichannel Gap for Customer Communications
Communication is evolving. It is no longer enough to interact with customers through voice and email. Today’s customers are turning to alternate channels for queries and purchases. Millennials are now the largest working demographic. This massive pool of wage-earning,...
Meeting expectations at the right channels
Meeting expectations at the right channels Key findings about customer expectations and preferred communication channels Customers want frictionless transactions and proactive customer care across all touchpoints. In this CX-driven era, businesses can’t be complacent...
All I Need to Know I Learned in Real Time
What do you do when you want to learn how to change your car wiper blades or say “hello” in sign language? We’d bet that you do a search on YouTube, watch a quick video, then try it yourself. And more often than not, you probably access the videos from your phone at...
‘No Ledge’ To Stand On: 4 Ways to Balance Knowledge Management without Falling over the Edge!
Knowledge management is experiencing a transition – and it is all about balance. The traditional knowledge infrastructure that pushed content from technical writers and legal approvers to frontline employees and customers is morphing into a collaborative,...