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What Can Process Excellence Do For Me?

When embarking on a process excellence journey, companies should look at business value across six different areas.

Sentiment Analysis: Way Beyond Polarity

Sentiment analysis is a data analytics process used to improve the customer experience of consumer decision making.

Observational Interviews Aid in Gaining Customer Understanding and Empathy

As part of qualitative research for customer understanding, observational interviews showcase the pros and cons of your customer experience.

Virtual Agents: The Why and How Behind the Latest Trend

Stay ahead of the game and expand your employee and customer experience with Power Virtual Agents. Here are few reasons to implement them.

Microsoft Teams for Frontline Workers: Putting Collaboration on the Line

Frontline workers often feel disconnected from the company. Here's how you can use Microsoft Teams as a hub to join your entire business.

Customer Experience Management Starts With Customer Understanding and Empathy

The costs of not investing in an overarching customer experience management (CXM) strategy can be much great.

Using RPA to Improve Workflow in Insurance

Applying RPA to insurance practices isn't intuitive, but implementation allows carriers to achieve more productive activities.

Include Apps in Your Zero-Trust Architecture

In addition to locking down online identities and endpoints, you must also secure your apps to build a true Zero-Trust architecture.

How to Ensure Every Generation Has a Great Remote Work Experience

In this segment of “Office Optional with Larry English,” Larry looks at generational views and preferences about remote and hybrid work.

Don’t Forget About Journey Mapping to Gain Customer Understanding and Empathy

Journey mapping is a method for identifying friction in customer journeys. Its power is acting as a mechanism that removes the risk of pain.

How to Avoid the Pitfalls of Agile Transformation to Ensure Success

Agile transformation can help your business thrive, but you have to do it right. We discuss some agile failures you may run into and provide solutions.

Life Insurance Underwriting: The Recurring Dream of Improvement

As customer expectations change, it’s imperative that companies improve their life insurance underwriting efficiency. We examine three ways to do that.