CSM Magazine

JANUARY 12, 2022

One of the most famous TCPA settlements happened in 2014 when Capital One and three collections agencies agreed to pay $75.5M to end a class action lawsuit that arose from calls to customer cell phones. There is a lot to consider in order to safely connect with customers. Robert McKay is SVP of Risk Solutions for Neustar.

B2C 52

B2C Call Center Consumers Communication 52

Eptica

JANUARY 15, 2016

According to commentators, we are now seeing the second stage of digital disruption in the sector , with the combination of connected, always-on sensors and the Internet of Things (IoT) driving even greater change. This has tripled since 2014.

Insurance 48

Insurance Customer Experience Policies CRM 48

Answer Dash

JANUARY 9, 2019

(This article is first published at Forbes ) Before we get into my fifth annual piece on customer experience predictions, let me introduce myself to new readers. I started writing about customer experience for Forbes in 2014, simply because I thought it was interesting–I was fascinated by human behavior and by the idea of a brand.

Trends 82

Trends Customer Experience Insurance Chatbots 82

Magellan Solutions

JULY 28, 2021

Recalibrate your understanding of your target consumer because some of what you’ve always known about your customers changed. Because of changes in consumer behavior, retailers may need to adjust their sales and marketing channel mix. From an operational perspective, the key to a functioning omnichannel approach is connectivity.

Omni-Channel 52

Omni-Channel Ecommerce Multi-Channel Retail 52