Businesses are navigating an increasingly complex world. Consumers are more aware of their data privacy rights, and the Covid-19 pandemic has accelerated behavioral shifts that are here…
‘Employee experience’ has become the buzzword in board meetings, transcending boundaries of HR duties, and adding a meaningful dimension to the smooth functioning and optimum organizational growth.
Financial institutions were already undergoing tremendous changes due to market and competitive factors prior to the pandemic. Then drastic shifts in consumer behaviors during the crisis led many banks and credit unions to radically alter their customer experiences simply to deal with the extraordinary circumstances.
As frenetic as 2020 was, 2021 is presenting the business world with a new set of circumstances and nuances to navigate Source: Thriving in a…
In a short period of time, COVID-19 has overwhelmed lives and livelihoods around the globe. For vulnerable individuals and the customer teams that serve them, it has also forced a rethinking of what customer care means. Suddenly, examinations of customer journeys and satisfaction metrics to inform what customers want have given way to an acute urgency to address what they need.