The ongoing pandemic means that e-commerce is booming, and so is live chat—because if customers on your website have questions or concerns, they don't want to wait for email.
Terrence Fox //
30 Oct 2020
Here are four critical factors companies should consider as they strive to personalize engagement and achieve customer experience excellence.
Poonam Thompson //
27 Oct 2020
As the pandemic has accelerated the shift to online selling, artificial intelligence (AI) and the intelligent agent (IA) must complement each other—with automation segueing into customer care by human agents.
Kim Houlne //
12 Oct 2020
As part of longer-term planning, you have to address the human factors that come with new technology implementations, including how to keep employees engaged after the initial excitement has worn off.
Michael Ringman //
28 Sep 2020