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The impact of COVID-19 on contact centres and customer experience

A crisis like the COVID-19 pandemic really shines a light on the way companies show up for their customers – which is why it’s...


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Tags: Chatbots, superior customer experience, customer journey,

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...


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Tags: Customer Satisfaction, AI, customer journey,

How emerging technologies are re-defining the IT service provider landscape

Technology is changing the way organizations do business across all major industries. New technologies (and new applications...


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Tags: Analytics, Chatbots, AI,

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