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AI & BotsChatbots: The pros and cons of automated customer service
Learn what key factors to consider before introducing chatbots to your customer service strategy, with lessons from Microsoft, Estée Lauder and Airbnb.
DX Best PracticesHealthcareHow fast-growing health-tech companies are improving the patient experience
Learn how high-growth tech-driven companies like Oscar Health and Zocdoc are leveraging customer service in the healthcare industry to deliver an improved patient experience.
Self ServiceGamesWhy customer self-service is crucial for gaming player support
An often tech-savvy community, gamers have long turned towards self-help customer support as a primary means of service. Learn four ways to deliver exceptional self-service player support from industry experts.
OmnichannelTravel & HospitalityHow the travel and hospitality industry can get ahead with omnichannel customer service
Learn what brands in the travel and hospitality industry stand to gain from an omnichannel offering and how to tap into this growing opportunity for seamless customer service.
Data & Customer AnalyticsTravel & HospitalityHow travel and hospitality brands are using data to improve the customer experience
Customers today expect more personalized service than ever before. Discover how travel and hospitality brands are using data to attain a true 360-degree view of the customer.
AI & BotsA look ahead: How artificial intelligence (AI) will affect customer service
The coming AI revolution represents an opportunity not just to streamline certain customer service processes, but to take stock of the human touch and consider in what ways it may become more important than ever. Industry experts and AI firms share insights.
AI & BotsTo chatbot or not? Can automation boost response time and consumer trust?
Before bots become universally accepted, brands need to work out a few kinks. Bots represent an opportunity to provide faster service but an over-reliance on this technology can damage brand credibility. Booking.com, 15Below and IDC share insights.
Data & Customer AnalyticsDon’t react, be ready: Why data is the key to preemptive customer service
Many contact centers are so focused on basic cost-savings tactics, such as reducing handle times, that they de-prioritize predictive customer service. This article explores the big benefits of adopting preemptive customer service methods.
Data & Customer AnalyticsThree ways call centers can tap into Voice of the Customer (VoC) – tips from big brands and industry experts
VoC is about getting to the bottom of brand perception. Learn how Zappos and Southwest Airlines are tapping into VoC, and read what John Goodman, Customer Experience 3.0 author, says about customer surveys.
Cloud Contact CenterWhat to consider before moving your contact center to the cloud – security, technology and costs
According to research, 90% of companies who have made the leap to a cloud contact center are satisfied with the move. But that begs the question for those who haven’t transitioned yet: should they make the leap too? Experts share what to consider first.
Digital TrendsHealthcareHow big data and tech trends are changing the healthcare customer experience
From telemedicine, to data-driven care, to wearables, this article shares the current trends driving healthcare tech today and how it will change the customer experience going forward.
Self ServiceHelping customers help themselves: How to offer exceptional self-service
The rise of self-service in customer support empowers customers to resolve product issues and questions, but experts agree - successful self-service shouldn’t end there. Read these tips, including when to outsource.
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