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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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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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IoT devices and sensors produce five quintillion bytes of data every day, and a recent Gartner report estimates that by 2020 there will be more
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Routing customers to the right agent is important for both the brand and the customer: it ensures that customers don’t have to be transferred from
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In 2016, Microsoft CEO Satya Nadella declared that “bots are the new apps” during a company developer conference in San Francisco. He wasn’t the only
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Today, brands have the luxury of being able to pick and choose the software tools that best suit their specific organizational needs. For example, there
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