Customer experience (CX) has become a defining measure of success across industries, and insurance is no exception. Today, loyalty and brand affinity are shaped not just by price alone, ... View More
For more than a decade, personalization has been the dominant narrative in customer experience. Organizations invested heavily in understanding their customers. They built data lakes. They deployed an
Sprinklr, the AI‑native Unified Customer Experience Management (Unified‑CXM) platform, today announced the Spring ’26 Release (26.4) — a major advancement in AI‑powered insights, marketing... View More
Customer experience (CX) has become a critical driver of growth, retention, and differentiation, yet many organizations struggle to translate CX strategy into consistent execution. According to new fi
Hyland, the pioneer of the Content Innovation Cloud™ has been awarded IDC's 2025 Customer Experience (CX) Award for Content and Experience Management Customer Satisfaction... View More
SER Group announced the acquisition of Metaforce, a specialist in Customer Communication Management (CCM) and Customer Experience Management (CXM) software solutions.The move strengthens SER’s leade
As companies across sectors race to stimulate consumer loyalty and provide differentiation, customer communications and digital experiences are under-appreciated levers in unlocking customer satisfact
SourceCX, a division of Sourcefit specializing in fully managed, modern outsourced customer support services, has been recognized in Everest Group's 2025 Customer Experience Management (CXM) Services... View More
Genesys® announced Xperience 2025, the premier customer experience (CX) and AI event of the year, taking place Sept. 8–10, 2025, at the Gaylord Opryland Resort & Convention Center in Nashville
USA Auto, a Michigan based MGA, recently chose the insured.io platform to power their customer experience at launch, deploying an Insured Portal, Interactive Voice Response (IVR) system, and Retention
The increasing integration of applications for managing customer experience (CX) is changing how enterprises monitor, understand and improve interactions and relationships with their customers, accord
Most customers prefer digital communications due to convenience. Digital communications arrive faster, enable interactivity and allow for immediate payment options. However, digital customer communica
As companies strive to meet customer expectations, it’s no surprise that communications have become a focus to ensure customer needs are met and that customer experience is seamless across touchpoints
MHC announces a strategic partnership with DTECH Software and Technology (“DTECH”), a premier customer experience integrator serving clients across Europe, the Middle East, and Africa (EMEA).This
As the customer experience revolution approaches its twentieth year, a crucial lesson has emerged: customers' emotions are the driving force behind their actions... View More
In today's fast-paced world, effective customer communication is not just a business obligation — it's a crucial part of the customer experience... View More
With increasing competition both in person and online, businesses have found a need to improve the customer experience throughout each transaction... View More
Customer Experience (CX) is not a new concept. It’s been around long enough for some analysts to predict that Customer Experience is “out” and Customer Effort (CE) is “in”... View More
Customers aren’t contacting your support team because they need help. They’re contacting you because your communications are unclear.This hidden problem — known as failure demand — is driving
We have spent more than two decades in customer communications and we have watched every version of the upgrade cycle in customer communications management (CCM).Templates got more sophisticated, comp
The customer starts an address change on mobile, gets halfway through, switches to the website, and is told they are missing a document they already uploaded. They open chat, where the bot confidently
Over the course of my career as a CIO in a highly regulated industry, I have personally overseen millions of dollars in enterprise content management (ECM) investments. Platforms. Migrations. Integrat
