When focusing your CX efforts on delighting customers it is easy to forget that customers care way more about getting a consistently good experience than about a few rare moments of delight...
In the past few years, customer experience (CX) has become one of the most exciting aspects of business, and it is now clear that a great product alone is not enough. Exceptional customer…
A virtual agent is an AI-based software program that interacts with humans in a similar way to live agents. Virtual agents (also called virtual or voice assistants) can provide services and…
If you’re at the stage of picking virtual agent software, you probably already know the benefits of adding them to your customer service team. But how do you find a provider that is the right…
The holiday season has never been easy on customer service teams, with call volume being even 65% higher than usual. This year the holiday shopping experience falls under the shadows of a…
Automation has a bad reputation, especially in the context of customer interactions. Many say that a company can’t provide a memorable customer experience without “the human touch.” The thing…