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As the coronavirus dominates the global headlines, businesses should take both defensive and strategic actions—focusing on customers, employees, and brand. Read more »

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  • Report Consumers Want Convenience, Not Conversations

    Conversational Interfaces Struggle To Deliver Contextual Convenience
    August 21, 2019 | Julie A. Ask, Ian Jacobs

    Consumers want convenience and choice — not conversational interfaces. However, a fear of being left behind still impels digital business leaders to build them. And nearly three-fourths of those...

  • Report Customer Service Reboot: The Rise Of The Gig Economy

    Basic Queries And Field Service Needs Are Ripe For Freelance Workers To Handle
    May 8, 2018 | Ian Jacobs

    Contact centers struggle to balance the need to contain costs and to provide differentiating customer service. To achieve both goals, brands would do well to explore nontraditional — or gig economy...

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