As consumers focus on forgetting their troubles for a few days or a few weeks, companies like Sitel Group, that provide outsourcing and support to a host of major organizations in the banking and financial services industry, will focus directly on security solutions.

The mission of technology is still to help build connections, not to replace them. In other words, if your business is failing, it is likely that either the emotional or the practical side of your customer experience is not working.

The back-to-school season offers retailers of all shapes and sizes a multibillion-dollar opportunity to build their brand and their bottom lines – but only if they have all of the right omnichannel elements in place.

With a defined omnichannel approach, insurance providers can boost their CX, ensuring that people who need the reassurance of human contact speak to specialist agents while those with simple queries benefit from self-care tools.

As the smartphone is now an essential element of the modern vacation experience, travel brands must target the device in order to keep their customers satisfied.

As consumers begin to become overwhelmed by the sheer amount of media and entertainment content available to them, they’re increasingly turning to social media and to dedicated online communities for advice.