Exceptional customer experiences are no longer the exception—they’re the rule. Companies need the right combination of innovation and cultural transformation to stand out, build customer trust, and achieve high engagement.
When Argyro Apostolou joined her family’s business, founded more than 40 years ago by her father, Isidoros Garifalakis, she didn’t step right into the C-suite. She started as a receptionist at the front desk, learning the business from the ground up. Today, she’s Chief Financial Officer (CFO) of Omega Industries (Omega), one of the largest
Retail has always been a people business, and face-to-face interactions between customers and employees take center stage. Right now, in-store shopping is coming back strong, but retail businesses are facing a historically tight labor market. This challenge is inspiring retailers to reimagine the shopping experience by elevating customer service while supporting frontline workers.
Disruptions to global supply chains and labor markets are bringing digital transformation to the retail space at breathtaking speed. Retailers with solid digital foundations are turning these challenges into opportunities to delight customers and make shopping fun.
From changing regulations to shrinking labor markets, financial institutions have to adapt to modern trends to continue driving growth. But if there’s one constant in the evolving financial services industry, it’s the importance of the customer experience.
State and local governments have been innovating and modernizing to meet the needs of their constituents. This has been a trend, especially since 2020, with the advent of the COVID-19 pandemic. Constituent demands and workforce challenges have created a compelling event for the public sector to evolve into the digital age.
The healthcare industry has seen rapid innovations in recent years, with increasing collaboration between people and technology. From telehealth to AI, healthcare providers are using technology to increase access to patient care and improve its quality.
Financial services firms have weathered a series of disruptions over the past few years. COVID-19 accelerated the transition to digital transactions and engagements for customers of banking, insurance, and capital markets firms.
Delinquency rates have been low during the pandemic. However, forbearance, social policies, and fiscal relief are phasing out. Institutions must be prepared for an oncoming bubble of non-performing loans (NPLs). As EY stated in a recent blog post, “With large swathes of retail customers and small-to-medium-sized enterprises (SMEs) expecting to need financial assistance to avoid collections, banks must act now to devise a set of unique debt treatment strategies and solutions.”
The past two years have been a tipping point for the digital transformation of professional services, testing the industry’s agility and the staying power of its traditional business models.
Serena Sacks-Mandel | General Manager, US Education Customer Success K-12 educators devote their lives to ensuring every child has the opportunity to learn, grow, and achieve their best. However, their work has become more challenging in the past few years. Issues of equity and access, social-emotional learning, and educational achievement have been exacerbated by the
Lisa Griego | Director, Retail & Consumer Goods, Microsoft Delighting consumer goods (CG) customers has a different meaning today than it did more than a year ago. Every aspect of how we work, live, and shop has shifted since the COVID-19 pandemic, and I don’t think anyone would have imagined just how extensively this world
While the field of healthcare informatics is certainly not new, the opportunity to derive novel breakthrough insights from digitized health data is. Informaticists have produced meaningful impact for decades, especially in the clinical decision support domain, where analytics have substantially shaped care pathways to deliver better patient outcomes. We’ve seen steady progress in accessing and securely sharing health data to reduce readmission rates, prevent hospital-acquired infections, avoid emergency room overcrowding and more. The result: an enhanced standard of care.
