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Friction free as a term has been applied to the idea of capitalism, marketplaces and customer experience. The idea is to provide consumers easier access, whether that is to competing products, purchasing via mobile deviceor interacting with an organization. This may seem like a strategic concept to...

It is common for organizations to engage more than one outsource partner for a variety of business reasons, including business growth, need for niche providers and specialized needs such as additional security or compliance. However, this scenario also creates challenges for benchmarking success, ensuring continued communication and aligning...

As you’ve heard from us on many blog posts, technology is really amazing. Its possibilities are limitless, and it seems like every day something new and remarkable is rolled out to make our lives easier. But therein lies the problem: so much is happening so quickly,...

Will humans be supplanted by automation? Are we really approaching an era where artificial intelligence can do anything a human can? In the customer service industry, some might say yes. Whether it’s conversational AIthat makes you feel comfortable or that many in the UK believe that AI is...

Airlines are struggling in today’s on-demand, consumer-focused world; a trend that is showcased through both documented passenger experiences and media coverage. As an industry at its most profitable in decades, it would make sense that it is also at its most successful. Yet recent media reflects just...

With the increasingly competitive world we live in, companies must do more to keep customers. With more factors than ever before influencing buying decisions, customer loyalty is generally on a downward slope. Brands must now invest heavily in ways to get more people visiting sites...