WestJet Customer Satisfaction Takes Off

The small airline benefits from a bot built by Netomi for Facebook Messenger

Speech Analytics Boosts Customer Service for Bluegrass Cellular

Calabrio helps the wireless carrier increase lower-cost Level 1 support

Navy Federal Deploys Verint for COVID-19 Response

The credit union turned to Verint's analytics to address changing business conditions

When It Comes to Communications, Twilio Has Insurance Firm Covered

Cover Financial is benefiting from Twilio's Flex cloud-based platform

Gladly Is the Right Customer Service Fit for Andie

The swimwear retailer is buoyed by Gladly's efficient self-service tools

5P Sees Leads Grow Threefold with Salesforce Essentials

The small consultancy has increased business and productivity with Salesforce's SMB solution

Nosto Helps Industry West Furnish Shoppers with Personalization

The home decor retailer's website is optimized with AI to improve conversions

Greyhound Rides High with SurveyMonkey

Survey tools lead the bus carrier to better responses to customer feedback

ThirdLove Gets Personal with Dynamic Yield

The retailer makes buying a bra a uniquely tailored experience for each shopper

Verint Portal Connects San Francisco Citizens to Services

SF311 is able to speed residents to the information they need

Access the ICMI Agent Experience Toolkit

To boost customer satisfaction and loyalty, you need your agents to stay engaged and motivated. But how? Access the ICMI Agent Experience Toolkit and to help you assess your current agent experience and discover ways you can improve.

Arxan Nails It with Direct Mail

PFL's tactile marketing program delivers hard-to-reach customers

JOANN Gladly Crafts Personal Interaction

By moving to a modern customer service platform, the craft retailer has improved customer responsiveness

SharkNinja Operationalizes Customer Feedback

With Clarabridge Engage and Analytics, the housewares manufacturer is able to act on voice-of-the-customer data to create new products and evolve its customer experience.

C3i Exceeds Expectations with Avaya

The contact center outsourcer is winning back business with new technologies, replacing a string of legacy systems in phases to maintain operations while easing the burden on its IT department

NICE Performance Manager Helps Mapfre Engage Agents

The vendor's solution helps agents set and stick to performance goals

Acobot Captures Thousands of Leads for Skyfi Labs

The vendor's AI chatbot brought in more than 19,000 sales leads within the first 150 days

Swrve Boosts User Engagement for Cinedigm

The entertainment studio improved mobile customer click rates, completion rates, and app sessions

UJET Puts Dia&Co on the Plus Side of the Ledger

The fashion retailer has boosted customer satisfaction with its new contact center platform

The State of Customer Service Automation 2019

Insights from 75 million issues & 71 million bot interactions reveal how automation trends are driving customer service forward. Download this report to learn about the impact of customer service bots on standard contact center KPIs.