News & Insight

Category: Customer Service
3 Big Trends for Customer Service in 2018 Looking into our crystal ball for 2018, we see technology making way for humans in the engagement center. Read More
Will Chatbots Take Over Healthcare Customer Service? If you’re considering a new chatbot for healthcare customer service, you should know that 88% prefer a human instead. Read More
Machine or Human? Do Consumers Like Using Chatbots? Only 5% of consumers want to interact with a chatbot for customer service. What does this mean for your company? Read More
Despite Digital Preferences, Millennials Want to Interact with Humans Millennials are famously digital savvy. But it doesn’t mean they don’t want humans delivering their customer service. Read More
Don’t Chatbot Me: Consumers Want a Human on the Other End of the Conversation Is digital transformation taking human dialogue out of the customer service experience? Here’s why you need humans in your strategy. Read More
For Payers and PBMs, Being Consumer-Centric Isn’t Enough Think being consumer-centric is enough to drive member satisfaction and loyalty? Payers and PBMs need to think again. Read More