Posted by Karlie Mathews on
Jun 10, 2021
Posted By: Karlie Mathews

Parks Associates hosted the fourth in their Future of Video series, focusing on retention and churn in Over The Top (OTT) data, in addition to decision-making in video streaming services. Conversations centered around the data that drives content, the usability of platforms, and trends that are being seen in the OTT market.

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Posted by Everise on
Jun 10, 2021
Posted By: Everise

The most successful consumer-facing brands are those that build vibrant ecosystems around the quality contributions of engaged content creators.
User-generated content (UGC) is considered highly trustworthy, increases conversion, inspires strong brand loyalty, attracts organic search traffic, educates, and provides pre-emptive customer support.

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Posted by Everise on
Jun 2, 2021
Posted By: Everise

In the digital age, the customer experience industry is constantly evolving. At some point, companies should not just follow current trends, but understand which certain investments can positively impact the future of the industry.

Everise Chief Financial Officer, William Foo, sat down with us for an interview to share his thoughts and observations on the future of the CX industry. He also discusses how companies responded to the COVID pandemic and how Everise managed to achieve business continuity through our early investments in people and technology to evolve amidst an ever-changing business landscape.

 

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Posted by Everise on
May 27, 2021
Posted By: Everise

Travel and tourism were among the most affected sectors by the COVID-19 pandemic. Global travel restrictions caused a massive decline in international demand for travel, and data from the latest issue of the UNWTO World Tourism Barometer showed that international tourist arrivals fell by 72% in 2020.

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Posted by Chris Greenough on
May 21, 2021
Posted By: Chris Greenough

2020 forced many businesses to accelerate their digital transformation and experiment with different technologies as more of their employees working from home. Despite vaccines becoming available, most consumer studies show that people hope to continue working remotely. 

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Posted by Karlie Mathews on
Apr 20, 2021
Posted By: Karlie Mathews

Recently Parks Associates, a connected device intelligence firm, hosted their first session in their Connected Health Summit. During this session, the focus was on leveraging the smart home for a healthy home and the impact smart home devices have for our senior populations. With many smart home health devices available, and that will soon be available, have the unique ability to keep seniors independent for longer. It is vital that we support our seniors in understanding and using this technology so they can continue to thrive. 

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Posted by Everise on
Mar 30, 2021
Posted By: Everise

Global CX companies are expected to have customers of varying races, religions, and cultural characteristics. This makes it challenging to maintain positive multicultural interactions while delivering quality customer experiences. In a cross-industry employee survey conducted by PwC, 76% of the respondents claimed that diversity is a stated value or priority area for their organization. But to what extent does diversity affect customer experiences?

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Posted by Judd Bagley on
Jan 28, 2021
Posted By: Judd Bagley

One of the most anticipated events of the century -- the development of the Covid-19 vaccine -- also happens to be one of the most contentious. Potential recipients from every segment of society have a wide range of concerns and many have grown distrustful of information sources they previously counted on.

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On 28 December, a $900 billion pandemic relief bill was signed into law, which included enhanced unemployment benefits and direct cash payments. The immediate effect for financial services companies was an increase in customer inquiries, placing a large and unplanned burden on customer support teams, with some companies citing volume increases of over 1000%... yes 1000%.

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Posted by Judd Bagley on
Jan 7, 2021
Posted By: Judd Bagley

Among the many impacts of the pandemic on economic life has been the need for brands and customers to figure out how to better interface with one another from a distance. In the short term this usually meant greater reliance on phone and chat-based interactions, however in 2020, the world quickly learned that these services - typically delivered via tightly packed contact centers - were themselves untenable.

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