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.

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.

With the end of June comes the end of developer conference season. Each of the tech titans has been busy detailing the next big changes to their software and hardware lineups and crucially for brands, the new tools that will be at their disposal for building better connections with their customers.

At this year’s Sitel Summit, serial tech entrepreneur and in-demand public speaker Claire Haidar outlined what she believes is the optimum solution for organizations looking to get closer to their customers – turn your workplaces into playgrounds.

“The traditional way of handling customer service no longer exists,” says John Thompson, Vice President Banking, Financial Services and Insurance at Sitel Group. “It’s not about phones or even email, it is about providing a positive service wherever the customer is, whenever they want it.

For visual media and entertainment businesses, content is key. It is one of three strands, including distribution and customer experience that must be woven together perfectly to really make a difference in keeping existing customers happy and attracting new fans to your services.