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Latest insights
Customer ExperienceTravel & HospitalityFour ways to connect with Baby Boomer leisure travelers
Baby Boomers may not be obsessed with sharing vacation photos on Instagram or snapping videos for TikTok, but that doesn’t mean they don’t have the desire (and resources) to travel. Learn how to attract and retain this coveted demographic.
People & CultureHow curiosity in the contact center leads to better CX
Curiosity isn’t just an innate characteristic people possess. Rather, it’s a behavior that can be learned with a little encouragement. Learn how to foster a culture of curiosity in the workplace and improve the customer experience in the process.
Trust & SafetyThe role of AI in content moderation
AI is great at detecting some types of unwanted user-generated content, but not others. That’s why your safest best is to take a high-tech, high-touch approach to content moderation. Learn more about striking the right balance between technology and human agents.
Digital ExperienceFlowchart: Is your best customer service option self-service?
Generations have different preferences for when, where and how they want to use customer support self-service tools. But, what are they? Take a journey through our flowchart and see for yourself!
People & CultureHow to prepare customer service agents for threatening or emergency interactions
Your customer care agents may be well-trained in your product or service, but are they prepared to handle an emergency? Discover tips for making sure your team is ready for challenging support interactions.
Customer ExperienceFinancial Services & FintechCX trends fintech and financial services firms can 'bank' on
Innovations like machine learning, robotic process automation and chatbots helped improve CX for fintech and financial services firms over the past decade. Learn what’s in store for the industry in the years ahead.
Digital ExperiencePredicting customer emotion in the contact center
It’s estimated that by 2025, 60% of major consumer brands and retailers will be increasing customer engagement and influencing purchasing decisions through the use of emotion detection and management strategies. Here’s a look at how they’ll accomplish the task.
Customer ExperienceTechnologyDon't lose touch with your customers as you grow
Fast-growing companies often struggle with maintaining close relationships with customers while scaling their business. Learn how to sustain your customer experience as you grow.
Customer ExperienceLive chat support best practices
Not all live chat support programs are created equal. Maximize your chat-based customer service with these six strategies.
Customer ExperienceImprove customer service without breaking the bank
True or false: Great customer service requires significant financial investment? False! Discover expert tips to improve your brand’s customer service without breaking the bank.
Trust & SafetyGamesTapping into the esports opportunity
Esports have gained popularity and gaming companies are looking to get in on the action. But it’s about more than just competitive gaming capability. Discover why the key to success lies in building a community around a game.
Cloud & IT LifecycleWhat is Robotic Process Automation (RPA)?
The market potential for robotic process automation is huge, but you may still be wondering: What is RPA exactly — and how is it going to revolutionize my business? Learn how this enticing technology works.
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