Do you always deliver a great customer experience? Looking for new insights into effective practices? How can you solve customer experience challenges? Read on for some harrowing tales of terror from prominent customer service experts, and find out how they were resolved — or how they could have been avoided in the first place.
Putting the fan experience first with Windstream Enterprise: Pittsburgh Steelers
The strength of Steelers’ partnership with Windstream Enterprise comes from a shared belief that great fan ...
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[White paper] CXaaS: Delivering on the promise of customer experience
Customers interact digitally more than ever. This paper examines the impact customer experience (CX) has on loyalty and sales, and the role IT plays in helping businesses meet customer expectations.
[Book] Software-defined WAN crash course
SD-WAN for Dummies breaks down the definition, motivations, considerations and benefits of this leading-edge technology, and explain how it can benefit your enterprise business.
Hotel Phone Systems: Is It Time to Upgrade Your Phones?
Many hotels still rely on a phone system to power the reservations contact center. The basic function of taking a call, processing a reservation and posting to PMS doesn’t cut it anymore.
SOC 2 Compliance for Unified Communications: Why it Matters and How to Ensure it
The financial services industry faces increasing security breaches. The rising adoption of SaaS, UCaaS and cloud computing adds more considerations to the security conversation.
Leveraging Cloud-based Analytics to Understand Customer Behaviors
Understanding your customers, their behaviors and buying habits is essential to providing the kind of CX that will keep them coming back. Gaining the intel you need is an entirely different challenge.
Guest WiFi Celebrates 20 Years Part 2
Part 2 examines network advancements as WiFi moved from being a novelty to a staple of guest expectancy and where we believe the industry is heading.
5 Cybersecurity Recommendations to Protect Patient Privacy
With EHR investments consuming less of a healthcare provider’s budget, leaders can now take more steps in their digital transformation journey. Here are 5 ways they can better protect patient privacy.
Celebrating 20 Years of Guest WiFi Part 1
As we look back at the past 20 years, let’s review some of the most notable moments and developments and their impact on the hospitality industry.
Cybersecurity Best Practices for the Hospitality Industry
Hotels gather a tremendous amount of personal information about their guests, which means hotels must view network security as an investment in future business, and not as an added expense.
Continuous Quality Improvements: Creating a Virtuous Cycle to Drive Financial Growth
Banks and credit unions can create a virtuous cycle of continuous quality improvements (CQI) for CX if they focus on three key components—customer needs, data integration and network connectivity.
Retail Revitalization: How Retailers Are Redefining the Shopping Experience
As retailers evolve the shopping journey, brands are searching for ways to differentiate their in‑store experience. Here are a few ways brick and mortar stores use technology to redefine shopping.
The Common Denominator in the Digital Age: Customer Experience
It doesn’t matter what business you’re in—improving CX is the key to increasing retention, satisfaction and revenue growth. To that end, maintaining security, resiliency and connectivity are musts.
Restaurants to Focus on Digitally-Driven, Personalized Guest Journeys
What was once considered a differentiator is now table stakes. Here are 6 high-priority digital and mobile technology areas for restaurant chains and operators to address in 2019.
Investing Today for Better Outcomes Tomorrow
While much improvement is needed to the patient and provider experience, it’s exciting to see greater focus on innovative investments and next-gen solutions that will improve the healthcare industry.
Hospitality and the Impacts of Network Technology
While hospitality brands investigate the latest trends—drawing primarily from the residential market to re-create “at-home” experiences—hotel management is assessing the impacts of these technologies.
Decades Beyond: Telling a Customer “No”
Customer service is often the only differentiator between two like companies. Each one may offer the same products or services for similar prices, but CX causes a customer to pick one over another.
DDoS Attacks Are Escalating and Financial Institutions are Especially Vulnerable
Since banks and financial institutions are frequent DDoS targets, most have some form of protection in place. Whether or not it’s enough to ensure business continuity is a tricky question.
Creating Frictionless Patient Experiences
Positive patient experiences encourage people to actively engage with their providers—which leads to greater understanding, better attention to potential problems and earlier resolutions.
[White paper] CCaaS for better customer experience, says Forrester
Forrester explains why delivering a superior customer experience is mission critical for organizations that wish to survive and thrive in the age of the customer.
Reimagine Retail Personalization