The technology industry has been continuously disrupting and leading markets when it comes to innovations and customer experience. MORE

It’s no secret that to be successful, companies must deliver excellent customer experiences. Companies, however, can’t rely on experience strategies of the past. Linear, episodically-designed, and static experience strategies can’t keep up with today’s always-on, hyper-connected customers. MORE

12 Worst Things to Say to Angry Customers. It’s no secret that customer service employees have to deal with angry customers nearly about 80% of the time. MORE

The beginning of the year 2017 made some stakeholders in the outsourcing industry, notably call center outsourcing , a little concerned. The newly-elected President of the United States of America Donald J. MORE

Autonomous transportation. If you’re reading this, you have an internet connection, so you’ve heard all about how autonomous vehicles (AVs) are coming to take our jobs, eliminate traffic and give machines the power to make moral choices. MORE

The acquisition of Rocket Fuel by Sizmek is not so much an example of ad tech consolidation as it is one of the power of the Facebook/Google duopoly to quash competitors, this time on the buy side. Now, it’s not as though Rocket Fuel didn’t make mistakes. To start with, they are part of an [… MORE

This will be a shorter post than normal, but I wanted to put this out there. MORE

Welcome to Customer Insights , a weekly digest of the most important stories about online reviews, customer feedback, and customer experience. This week: Insurance companies must rethink the customer journey. Insurance Companies Must Rethink The Customer Journey, According to CX Expert. MORE

It’s that time of year again! Show us how you’re delivering state-of-the-art customer experiences! We are excited to announce that we are now accepting nominations for the 2017 Clarabridge Customer Experience Champion (CXC) awards – Europe. MORE

Verint’s Ryan Hollenbeck, senior vice president, global marketing, recently spoke with Ginger Conlon, contributing editor at MarTech Advisor. During this video discussion, they explore the ways marketing can help drive positive change for customers within an organization, key challenges and opportunities regarding customer service and customer experience, and how technology will continue to evolve. MORE

For businesses of every size across every industry, online brand reputation has become one of the most powerful drivers of revenue and growth. MORE

Authentication is critical to security, so it is fortunate to note that when it comes to identifying customers, most automated customer service systems are able to authenticate the consumer. MORE