March 26, 2018

Ever since CRM systems took center stage in service providing organizations, the notion of obtaining a "360 degree customer view" became a key part of business strategy. However, obtaining this perfect view of the customer might not be enough...

November 27, 2018

To conclude the series of posts on the Q-nomy annual conference held in November 2018, we’ll cover the announcement of Q-Flow 6.2, the latest addition to the Q-Flow 6 family.

April 2, 2019

Financial services and customer-focused banking are experiencing a retail revolution. To optimize the customer experience, a financial service organization needs to understand their customer base now, and in the future.

February 4, 2020

Telecommunication service providers today are facing many challenges that are critical to the success and possible survival of their business, including effectively implementing a digital transformation strategy and providing exceptional customer experience.

November 2, 2020

When customer service agents work from home, things get tricky. Service reps never work in isolation, as it is their job definition to be constantly communicating. Here we examine agent communications and suggest methods to ensure they remain effective when working from home.

March 2, 2021

Covid-19 has changed the way government provides service to the population, forcing agencies and municipalities to quickly develop processes and technologies that enabled service delivery despite the limitations of social distancing. The big question here is, which of these new processes and technologies would remain in service after the pandemic is over? and what will be their long-term effect?