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In the fast-paced realm of customer experience (CX), navigating the currents of change requires more than just a compass. Professionals must stay ahead of trends
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As early as 2017, the insurance industry outspent all other fields in investment in AI. According to the Global Trends Study 2017, insurance companies invest
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IDC has estimated that 50 percent of retailers have adopted a retail omnichannel commerce platform by now. Doing so has benefitted them on the revenue
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One of the secret weapons of the best customer service organizations is simple: knowledge. Knowledge management tools arm your human agents, your QuickSearch Bots, and
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More than a decade ago, live chat emerged as a key customer service channel and proved to be a game changer for B2C brands. When
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The idea of specific customer service chatbots for retail is not new. Ecommerce sites have been using them for long enough that most customers have
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Listening to elevator music while waiting endlessly for a customer service agent to come on the line is becoming a relic experience for consumers. Today,
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