News & Insight

What’s behind the personalization hype? Haven’t we been here before? Keep your consumers coming back with true personalization. Do your employees have ability to read the consumers’ needs and craft conversations? Or have we been here before with that same cookie-cutter approach? Read More
Is Robotic Process Automation the Missing Piece of the Customer Experience Puzzle? What do robots and the back office have to do with customer experience and satisfaction? A lot, it turns out. Read More
Wholesale Club Expands Member Care Without Growing the Budget or Impacting Quality While loading up the shopping cart with deals is probably the most visible part of the wholesale club experience, out-of-store interactions with the brand are equally important to overall member satisfaction. Read More
Customer Satisfaction Soars with Authentic Dialogue A leading travel company trained its employees to use principles of human communication science. The result? Everyone loves it. Read More
Dialogue Drives the Outcomes that Matter Scripts are so 2010. Authentic human dialogue drives the customer care outcomes that companies need today. Read More
Gogo Partners with Startek to Deliver Customer Care at 35,000 Feet As the leader in inflight Internet services, Gogo keeps passengers connected and entertained on thousands of aircraft operated by leading global commercial airlines such as United, Delta, Alaska, Virgin America, and Japan Airlines as well as on thousands of private aircraft, including those of the largest fractional ownership operators. Because enhancing the experience for both passengers and crew strikes at the core of Gogo’s mission, company leaders knew early on that fast and effective... Read More