Articles
All chatbots aren’t created equal.
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Here we dig deeper into Facebook's acquisition of Kustomer and what it means for omnichannel customer service solutions.
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How brands are crafting exceptional customer experiences and improving the customer journey through all of their channels.
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There is a lot riding on your customer experience and expectations are high. Are you ready to deliver an experience that keeps your customers coming back?
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Two years ago, I was perfectly content to wait a couple of days for a purchase. Amazon Prime Now ruined me.
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Face to face interactions were long the mainstay of financial services, but institutions are learning how to adapt to an increasingly online world.
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All signs suggest that the relationship of automation to customer experience is transitioning from integral to inescapable.
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For AI and machine learning to truly support and improve customer service, we must feed them good quality data.
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One elusive element of online interactions is how to build loyalty in a space that too often makes customers feel like just another number.
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How do companies go about improving customer service, and subsequently customer experience? It begins with understanding the new customer profile.
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Context creates a “big picture” that helps us interpret individual data points and take appropriate action in support of our customers.
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A new study found that although organizational CX maturity is improving, the gap between leaders and laggards is widening.
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The era in which 90% of agents worked in a contact center is over. Work-from-home has become an important part of the agent mix.
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Companies have turned to CX technology at accelerated rates during the pandemic to shorten wait times and meet customer demand.
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