As the customer experience revolution approaches its twentieth year, a crucial lesson has emerged: customers' emotions are the driving force behind their actions
Across the globe, organizations are seeking to better cater to increasingly diverse customer populations. In the United States, for example, the number of non-English speakers has tripled over the las
A recent article on Chiefmartec asked an interesting question about automation in marketing: Is automation making things more efficient for the company or the customer? The example they gave is someth
Seamless and personalized customer interactions are no longer just a competitive advantage — they’re an expectation. Whether a customer is applying for a credit card, opening a bank account, or on
Change is the only constant when it comes to IT applications. Specifically for Enterprise Content Management (ECM) and Robotic Process Automation (RPA), proper knowledge is a necessity before inevitab
Remember the last time you filled out a mortgage application? If you're like most people, you probably spent hours wrestling with confusing forms, deciphering legal jargon and hunting down supporting
