Preparing for the digital customer experience: Setting priorities to turbo-charge digital transformation
Help your organization excel in the new digital economy with this infobrief from IDC.
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The benefits of outsourcing CX and IT in India
If you haven't considered India as a potential outsourcing destination, here's why it may be time to reconsider.
Self-care in the contact center: A win-win for your team and your business
People and Culture
By virtue of its name, 'self-care' is personal and must be initiated and carried out by the individual, but that doesn't mean companies don't play a role. Discover a few employer-led initiatives that promote self-care in the contact center to ensure your company's greatest assets are healthy, engaged and inspired to grow their careers.
How direct-to-consumer brands turn customer service into word-of-mouth marketing
CX Best Practices
Word-of-mouth buzz as a marketing tactic can be a game of chance unless brands strive to consistently give customers something to talk about — and genuinely stellar customer support is always a favorite topic of conversation. Discover the customer service fundamentals of leading direct-to-consumer brands.
The tipping point: When should fast-growing companies stop ignoring customers?
CX Best PracticesFast-Growing Tech
Sometimes the best thing a fast-growing tech company can do for its customers is ignore them — or so says LinkedIn co-founder Reid Hoffman. But, how do you recognize that critical moment when ignoring customers could actually be detrimental to the company?
The do's and don'ts of customer service automation
What aspects of your customer experience should you automate, and which should be left to human agents? Learn how and when automation works best.
The rise of conversational bots in healthcare
27 percent of consumers would rather answer sensitive health questions posed by virtual assistants than by people. Learn more of the reasons why conversational bots are now at the forefront of healthcare investment strategies.
Why China has become a world-class outsourcing destination
Discover how China's emerging high-tech sector and focus on innovation have made it into an attractive outsourcing location for global brands.
Process Consulting Services
Meeting the needs of demanding customers is only one element of a successful business. Organizations must also consider how to establish streamlined and efficient processes for continuous improvement.
How to structure chat services for financial brands
Customer Service ChannelsFintech and Financial Services
Chat support provides financial services firms an opportunity to build customer trust, while maximizing the customer experience, but only when implemented correctly. Discover tips to effectively structure your chat services.
Eight principles of a mobile-first strategy
Building an effective mobile-first strategy requires adhering to eight simple rules — all of which are designed to capitalize on mobile technology while better serving your customers. Discover the eight principles that are integral to creating a mobile-first strategy and a better customer experience.