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Pros and Cons of Implementing a CX Chatbot

Customer service leaders know that 2020’s CX strategy should be different from 2019’s—businesses need to evolve and modernize...


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Tags: Customer Experience, Chatbots, AI Chat Support,

CX metrics – Which ones tell a more meaningful story?

A common debate at many companies is “what are the right customer experience (CX) metrics?” If you do some simple research,...


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Tags: Customer Experience, customer journey, net promoter score,

7 tips to avoid common pitfalls with AI in customer service

Research is clear: customer service is one of the biggest drivers of customer loyalty. In fact, 78 percent of U.S. consumers say...


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Tags: Customer Satisfaction, AI, customer journey,

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