The transition to digital-first customer service has fundamentally changed the nature of workforce management.

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Transforming customer experiences
With AI advancements surfacing at a breakneck speed, it’s no wonder business leaders have so many questions about the new technology.
As we approach the NFL’s Big Game, I am reminded that one of the signs of successful athletics teams is they don’t rest on their laurels once they win a game or award.
Customer sentiment can change quickly and unexpectedly, veering from delight to disappointment as an interaction or brand experience fails to deliver as expected.

Enhancing guest loyalty in 2025: Using voice of the customer to deliver better hospitality experiences
Some guests are looking for a familiar-feeling home away from home. Increasingly, many are looking for personalized, one-of-a-kind experiences.
The start of the new year offers a chance to reset. Whether it’s starting the year with detox cleanse, a plan to read more books or a pledge to cook more at home, new year’s resolutions give us the opportunity to start making new choices and bid farewell to old routines.