The stats are staggering—1.3 billion users on Facebook Messenger, which continues to add 100M users every 5-6 months. According to CTIA, 1.5 trillion text...
Have you ever heard of the “forgetting curve”? A concept pioneered by German psychologist Hermann Ebbinghaus, it refers to the rapid deterioration of human...
The freelance economy, on-demand economy, gig economy, or whatever you want to call it, continues to grow. According to research by McKinsey, the Freelancers...
In 1992, HBR published a seminal business process reengineering paper that urged executives to “staple” themselves to a customer order to identify broken links...
As routine customer service queries are increasingly handled by self-service systems, requests coming into the contact center are becoming more complex. Moreover, millennials and...
Customer experience (CX) innovation is no longer a luxury, with 89% of companies expecting to compete mostly through CX (Source: Gartner). Here are five...
Next-gen defined
For the purpose of this article, we are defining “next-gen” as millennials (born ~ between 1980 and 1995) and Generation Z (i.e. those...