The days of product-dependent brand loyalty are over. Today, consumer stickiness is impacted mostly by customer experience. With 80% of customers churning due to dissatisfaction

The pandemic has changed churn trends in the insurance industry in shocking ways. Today, consumer stickiness is impacted far more by the customer experience. Most

Where there’s smoke there is fire, and 67% of customers are not satisfied with the service they receive in 2022. This report dives into why.

In the shadow of COVID-19, many IT organizations found themselves faced with the challenge of supporting a newly formed or extended work-from-home (WFH) staff. While

More and more companies are recognizing that ‘contactless’ goes hand in hand with ‘effortless’ – reducing customer effort in the new normal means addressing safety

Visual Assistance is an increasingly popular technology that enables enterprises to provide remote support to end-users. It establishes a live video stream with the customer

For years, service organizations have recognized the financial advantages of reducing truck rolls. But new approaches have shown that the cost of the truck roll

The future of customer service is about transitioning from cost centers that resolve issues to profit centers that increase revenue by generating upsells. According to

It’s no secret that customer service is a money drain. And the better service you want to provide, the more money you have to spend.

Remote visual assistance has become firmly entrenched in many customer service workflows today. The technology is being driven by a growing focus on reducing customer

Several months into the COVID-19  pandemic, customer service organizations are still facing unprecedented operational challenges as customer expectations are redefined. With sky-high demand for technical

As we move into 2021 with the COVID-19 pandemic, customer service organizations are still facing unprecedented operational challenges. U.S. consumers remain uncomfortable with allowing service