Category: Amazon Connect

The expansion of laboratory tests for COVID-19 have provided health systems with tools to screen for the coronavirus in their community. While some patients have tested positive for COVID-19 and were well enough to manage their symptoms and recover at home, healthcare providers have been challenged with identifying individuals who have waited longer than advisable […]

Previously, we have discussed how organizations have been stabilizing operations by aggressively optimizing costs, leveraging technology to support remote working, contact centers and ensuring both workforces and customers are safe. This is a complex and involved situation: ensuring maintaining a viable business, whilst balancing people and services, especially without a clear view of how and […]

Utility executives share common benchmark success metrics when reporting to stakeholders including customers, regulators, elected officials, and investors. Regulated investor-owned utilities focus on long-term metrics such regulated rates of return (ROR) and service reliability benchmarks such as Customer Average Interruption Duration Index (CAIDI). Energy retail executives focus closely on customer satisfaction (CSAT) scores and customer […]

“Disruption.” It’s a word that we hear often in the Financial Services industry, typically when we describe innovations that create new markets or value networks that could potentially displace established norms, market leaders, or products. The unprecedented health challenge that the world is confronting today has brought a different type of disruption to the global […]

When we jointly assumed responsibility at lekker in 2013, the company was deep in the red. We strategically realigned lekker to prioritize “working backwards” from our customers’ needs and this resulted in a business turnaround. Since then, customer retention has played a major role in lekker’s sustainable profitability.  While customers come to lekker because of […]

Local Measure is making travel and hospitality more human through technology. CEO of Local Measure Jonathan Barouch joined David Peller, Head of Worldwide Business Development for AWS Travel and Hospitality, for a wide-ranging discussion that uncovered insights into the industry and current landscape. — David Peller (DP): Tell me a little about your business, Local […]

Regardless of your age, it is likely that you have fond memories of visiting a restaurant brand that is no longer in existence. That restaurant may no longer be around because they likely failed to adjust to changing consumer preferences and market dynamics. By learning from our past, we can avoid repeating the same mistakes, […]

With over 75 launches and announcements of new services and major features during re:Invent, it can be hard for any technologist to keep track of the most relevant information for Healthcare and Life Science (HCLS) workloads. Explore the below recap of information important for HCLS customers and links to the top re:Invent breakout sessions. Top […]

Have you ever experienced an issue with your flight, hotel room, or rental car while on vacation or a business trip? What’s the first thing you do? Yes, you call the company responsible. According to Hospitality Net, phone calls deliver 20% to 50% of the bookings for companies in the hospitality industry. That means that […]

Travel is a personal experience, whether you are traveling for leisure, business, or a combination of both. When people travel, they dream about exotic places, the opportunity to meet new people, make connections, create partnerships, or drive new business. There are thousands of travel technology topics I could write about, but with the IATA Airline […]