Customer Experience

You and your business have had to adapt in unexpected ways this past year—and so have your customers.  The option of visiting a physical office, classroom, or store may no longer be available; locations that are open may be operating under strict capacity limits or other COVID-19 restrictions. Increased use of telephone, chat, and email customer…

athenahealth uses technology to break down barriers in the healthcare system—and successfully, given it is used by over 40% of Americans. The company, founded in 1997 as a women’s health and birthing center, has evolved into an industry leader offering cloud-based services for both providers and patients.  athenahealth focuses on electronic health…

Last year, we learned how to manage uncertainty. Physical distancing, health and safety requirements, and disrupted supply chains have all determined how we’ve lived, worked, and interacted with each other. And it’s only reasonable to expect an increased reliance on digital interactions even after the world returns to “normal.” The past year has…

Throughout the pandemic, offline channels have been especially vulnerable to uncertain demand, shifting safety guidelines, and economic pressure—and as a result, customer experience (CX) now largely belongs to the virtual world. However, as customers and citizens rely increasingly on digital and remote operations, organizations will be challenged…

Technology moves fast. You know better than anyone that the solutions that were implemented a year ago won’t necessarily work today, and that customers continuously expect more refined standards of service. To lead the pack, you need to provide customers with the right balance of usability and security—seamless, intuitive digital experiences that…

Throughout COVID-19, businesses have not only had to manage immediate disruptions—they’ve also had to try to anticipate what’s next. The pandemic has upset supply chains, restricted in-person services, and bottlenecked customer interactions on online channels. But with chaos, there’s often opportunity to be found. When it comes to digital customer…

2020 was a pivotal year, with COVID-19 profoundly changing the ways we live, work, and transact. And in many industries, the trends brought on by the pandemic—physical distancing, limitations on non-essential services, and new health and safety regulations—will only continue to define how businesses operate. Supply chains, for instance, have yet…

It’s no secret that customer behavior is constantly evolving. But the changes we’ve seen in the last seven months and the acceleration of customers adopting digital-first experiences for nearly every aspect of their life is unprecedented. And this trend is only going to continue, creating a need for customers to navigate digital touchpoints in a…

The ability to innovate and rapidly scale digital experiences has never been so important to an organizations’ success as it is today. In fact, in a recent survey, 67% of organizations told us that they expect a substantial increase in traffic in the near future, and the majority (62%) attribute this rise to COVID-19. To help meet these growing…

Let’s go back in time a few years. Businesses operate largely within the boundaries of their office walls, and security networks function under the premise that there are ‘trusted’ internal users, and ‘untrusted’ external ones. Now, as more employees than ever are accessing their corporate resources remotely, with their own devices, this premise…