The use of innovative technologies will help automate and streamline much of the health insurance industry. But, no amount of digitalization will ever be able to completely replace the contact center agent, particularly at the moment of truth.

The travel and tourism industry as a whole has realized personalization is the future of their industry – and they are working frantically to make this level of customer experience (CX) a reality.

The professionals that have the best understanding of the customer are those best placed within any consumer-facing company to initiate and steer lasting change.

Despite its ease of use and $455 billion in sales in 2017, U.S. e-commerce still cannot offer the immersive experience shoppers crave. Brick-and-mortar retailers are capitalizing on this as they reinvent their stores, turning them into emporiums of experience, sensation, and emotion.

Craig Reines, Chief Operations Officer APAC at Sitel Group, discusses how Offshoring can help companies stay competitive and improve the customer experience.

The latest dedicated session at the Hub Institute featured speakers from YouTube and Snapchat as well as from a number of innovative media agencies who discussed what’s next for companies looking to harness every channel and technology currently available for promoting themselves, their services and their products.