A key difference between reactive and proactive CX lies in your system architecture. Deeply connected platforms create a unified view of your customer across every touchpoint—from initial inquiry ...

Bar none, the leadership of an organization is the most critical variable affecting how it regards crisis management and accordingly whether one is proactive or reactive in responding to crises. The ...

We talk a lot about patient safety in the health care field, and for good reason. The real-world consequences of getting it wrong can be devastating for patients and their families. For me, patient ...