Jan 18, 2021

COVID-19 has caused massive disruption to businesses worldwide and the Insurance industry is no exception. Liberty Mutual Insurance has played a critical role in ensuring business continuity, providing seamless customer service and fair claims resolution throughout the pandemic. In this podcast, Paul and Cesar share...

Jan 18, 2021

“The outcome of the customer journey and their experience starts and ends with us,” says Lewis Taylor, Global Head of Support with Dropbox. The company has improved its customer effort score significantly by enabling a customer experience that centers on agents who are happier feel more vested, are empowered, better...

Jan 18, 2021

When COVID-19 hit banking and financial services institutions, they faced many challenges, for example, infrastructure to send the employees home immediately, remaining compliant, companies were concerned and in many cases unwilling to share PII data with service representatives. As a result, institutions and their...

Jan 18, 2021

Omnichannel digital strategies and experiences have revolutionized how Healthcare companies are managing Telehealth. Healthcare companies and service providers have been able to design and leverage innovative tools and solutions, and as a result, have ensured Healthcare has become more accessible and cost-effective in...

Jan 18, 2021

Contact tracing today is key to slowing the spread of COVID-19 within our community. The goal is to find everyone who has come in contact with an infected person, isolate or quarantine them, and as a result, prevent them from infecting others. Contact Tracers are highly trained to balance a person’s rights with the...