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China’s Changing Customer Service Expectations

Today, more Chinese people than ever before, enjoy middle class incomes. Increased levels of education, more opportunities to travel abroad and the increasing availability of goods and services from overseas have changed custome...

High Expectations for Customer Service in the U.S.

In 2016, the CX Lab conducted a survey across countries and verticals, including the United States. Our data presents perceptions of customer service in the U.S. market, as well as how companies can leverage customer service in ...

The right omnichannel strategy produces great results

Technology has changed the way we communicate. Mobile devices and social media help us stay in touch whenever and wherever we want. For businesses, this revolution has presented a particular challenge. Now, customers choose how ...

Expanding the Avenues of Digital Security: A Primer on EU’s GDPR

In today’s digital age, it comes as no surprise that companies strive to ensure that their  solutions prioritize compliance and security to protect both their businesses and their clients. For big companies, enhancing compliance...

Trends to Watch in Online Travel for 2017

Online travel will continue to evolve in 2017 as new devices, technology and traveler preferences emerge. Travelers are taking advantage of a wider variety of tools, platforms and services inspired by innovative new technologies...

How Artificial Intelligence Integrates with Omnichannel Solutions

Through Artificial Intelligence (AI), a computer can now process language, respond to questions and “learn,” as it gathers more data from each interaction. Its implications for omnichannel customer service strategies are signifi...

Improving Customer Service in France Through an Omnichannel Experience

France has one of the strongest economies in the world, and is at the core of the European Union. Recent analysis shows that the French economy is currently doing better than expected. It should surprise no one, therefore, that ...

Back-office Solutions in India: A Case Study

Our client, an industry leader in lender-placed insurance sought improvement in its insurance tracking and claims services. Though it has decades of experience in the market, a recent surge in business required more efficiency a...

Infographic: CES 2017

In January 2017, the world’s largest technology event, CES, dropped a ton of new tech on the world. Naturally, the occasion rarely disappoints. This year, the event lived up to the hype with all sorts of cool gadgets on display,...

How Digital Security Helps Prevent Internet Fraud

Protecting your company from fraud threats should be one of the most important tasks in the digital age. According to the Identity Theft Data Center, in 2015 alone, data breaches increased by 460%. Up to 80% of defrauded custome...

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