According to the firm's new research, developing a unified service recovery management strategy will allow organizations to meet customer expectations while preventing customer churn, ultimately ...

Lauren Parr is the co-founder and Product Director at RepuGen, one of the leading healthcare reputation management SaaS platforms. The popular phrase "the customer is king" holds true for any given ...

As noted in the first article in this series, IT disaster recovery (DR) strategies and procedures help organisations protect their investments in IT systems and infrastructures. The essential mission ...

According to the Beryl Institute, patient experience is the sum of all interactions, shaped by an organization’s culture, that influences patient perceptions across the continuum of care. During a May ...

Here's a look at the 10 most common mistakes that all organizations make. Each mistake is paired with an actionable solution ...

A superior customer service experience is a competitive advantage that’s available to any business willing to do the work. In the face of the current disruptions, here are some improvements you can be ...