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In this interview, life sciences expert Richard Schwartz explains why empathy needs to be at the center of customer experience for every medication and medical device used in treatment.
Here’s how Medallia has innovated and iterated to build the most accurate, actionable, and scalable text analytics offering
Discover real-world advice for building a customer experience team structure — and the right customer experience leadership — from
You know why contact center performance matters. Customer service is a key factor that nearly all customers (95%) consider when ma
Here’s how to increase engagement to drive contact center agent performance and improve customer experience.
In the United States, the digital divide limits the accessibility of life-critical benefits for low-income and underserved communi
As a response to staffing shortages and increasing customer demands, a new model has emerged: the hybrid contact center workforce.
How is the future of contact centers taking shape? Here are the 9 ways the pandemic accelerated contact center transformation. The
Leading customers in times of uncertainty means businesses must recognize that customer and employee experience can create lasting
It’s the dawn of a new era. Here are the key contact center trends driving change across organizations. When we reflect on key con
What do we mean when we refer to contact centers, anyway? Here’s the ultimate contact center glossary to help guide you. In the U.
As digital-first customers become more reliant on frontline agents for support, speakers at Medallia Experience 21 talked about an
The effects of the pandemic on the hospitality industry are gloomy, but customer experience can be a competitive advantage — even
Analyze every call and not only improve contact center metrics, but increase operational efficiency, customer satisfaction and the
Are your digital and contact center teams working together? These customer experience stats show why they should. The coming era o
