Humach focuses extensively on the impact of customer experience to an organization. Whether we are discussing the effect on revenue, the influence of the customer, or the outcome of a solid customer journey, we recognize that customer experience can positively or negatively change the trajectory...

Delegating tasks is challenging enough. Handing off the responsibility of an entire department, that can be an extremely scary thing to do. Traditionally, keeping everything in-house emits a sense of quality assurance and control. This is partially because of proximity, but also because of responsibility....

You may be wondering if Artificial intelligence (A.I.), along with the merging of humans and machines, can improve the customer experience, agent productivity, generate revenue, or possibly lower the cost associated with supporting customers. Netflix suggests movies based on your watching habits, Amazon recommends products based...

Why create a customer experience strategy? Companies that focus on customer service strategies achieve better satisfaction rates and increased revenues. Not to mention keeping customers around longer. This should come as no surprise. Nowadays there is little room for error when it comes to the customer...

Unlocking the value in the little things Does your business have a multi-channel or omni-channel customer experience strategy? Do you know the difference? The debate about these two strategies has ramped up as technology continues to create new lanes for communication. On the surface these two...