The Future of Work Is Choice

…Customer support—and just about any kind of work—will have to be flexible enough to accommodate more choices for clients and employees to thrive going forward. By Matt Nyren, President and CEO, Ubiquity In recent days I’ve seen two competing narratives taking shape about the future of customer support. The first is that the pandemic is […]

Reimagining Retail through Digital

…Even as quarantine restrictions ease and more retailers reopen their doors, customer behavior isn’t expected to go back to normal. In fact, the term “normal” has been almost entirely replaced by “the new normal” in any conversations about strategic planning. For retailers, who outside of grocery and Amazon, have been among the hardest hit by […]

CX Innovators: Central Payments Powers Next-Gen CX with Choice

…Central Payments wants to offer more than a traditional issuing bank. Propelled by their own rapid expansion over the last six years, the Dell Rapids, S.D.-based prepaid issuer is helping fintech partners get to market faster and with more options. The key ingredient is OpenCP, their open API platform. The banking-as-a-service technology hub connects all […]

CX Innovators: TASC Delivers Omnichannel CX with Universal Account

…In this installment of our CX Innovators blog, TASC’s Director of Customer Experience talks about the vision and tech behind their universal benefits platform, which is transforming CX and helping them respond rapidly to COVID-19. Making tax-advantaged employee benefit accounts easy to use is critical to driving adoption, usage and retention. For Madison, Wis.-based Total […]

CX Innovators: Customer Engagement Fuels Word-of-Mouth Growth

…In our latest CX Innovators blog, we highlight an industry leader and our partner CoreCard, whose collaborative startup culture translates to customer experiences that resonate. At CoreCard Software, the customer experience matters. So much so that, despite being in business since 2001 and operating as a subsidiary of a large, publicly traded company, CoreCard maintains […]

The Dos and Don’ts of Engaging Remote Employees

…By Tanya Clark, Ubiquity As a next-generation outsourcer with a significant focus on live agent customer support, employee engagement is critically important to our business. Engaged employees perform better and stay with the company longer, both of which translate directly to higher customer satisfaction and loyalty for our clients. Although many of our leaders work […]

CX Innovators: Praxell Devotes Tech, People to Faster Banking and Support

…In our inaugural CX Innovators blog series, we highlight industry leaders and our partners to explore their strategies for exceptional customer experiences. For digital banking solutions company Praxell, dependability and accessibility of customer service has been a core driver of success for two decades. By combining the best technology tools with the right people and […]

The Human Side of AI

…Artificial intelligence (AI) is quickly moving from a futuristic concept to a bedrock technology, helping to improve commerce and customer experience across industries. However, the application of AI-enabled services can be inconsistent and sometimes premature. Many business leaders have more questions than answers about the best ways to utilize AI for growth and efficiency. When […]

The Backbone of Invisible Payments: Strong Customer Support

…Digital and mobile payments have been gaining popularity for a while—order and pay ahead in an app, automatic bill pay, one-click payments. The notion of “invisible payments” that are seamless and simple has been guiding the strategies of industry leaders across across numerous sectors. After all, the simpler the payment process, the more likely the […]

Remote Work Is Here for the Present, and Future of Customer Support

…Over the past few years, the trend of remote working has seen a steady increase. In fact, according to the 2019 State of Remote Work Report, millions of people each year work from home at least occasionally, with nearly half of U.S. workers polled reporting they work from home at least once a week. Beyond […]