It seems like just yesterday that the customer service industry began transitioning from a multichannel to an omnichannel mindset. It was a shift + Read More

Ah, the end of another year. It’s a time for reflecting on the recent past and thinking forward to what the new year + Read More

This is Part two of a two-part series on HIPAA compliance for digital customer engagement. Click here for part one, which covers HIPAA + Read More

This is the first of a two-part series about digital customer engagement and HIPAA compliance. In this post we cover the role of + Read More

If you’re in the contact center space, chances are you already have a customer experience strategy. However, while many contact centers are able + Read More

Thirty-five years ago, times were much simpler – the first IBM PC had recently hit the market, smartphones didn’t exist, and we were + Read More

We’ve all done it – politely (or otherwise) hung up on a call from a telemarketer. We’ve even abandoned a call that we + Read More

No matter what kind of work you do, it’s getting harder and harder to steer clear of conversations about how artificial intelligence is + Read More

AI-powered chatbots are so 2018. This year, it’s all about agent-facing AI. The ironic thing about this statement is that it makes it + Read More

Few would argue with the fact that organizations committed to delivering exceptional customer experiences need to be where their customers are. The challenge + Read More

Chatbots have quickly moved from lofty vision to technological reality. In fact, 61% of consumers think that chatbots are the future of customer + Read More

Hey Siri, Alexa, and OK Google have all become common commands in the emerging age of intelligent assistants. In less than five years, + Read More

With over 15 million texts sent per minute for a total of 8 trillion annually, SMS is undeniably one of the most popular + Read More

Citizens today expect transparent and responsive services from the public sector. And those expectations are rising. Government agencies are making significant investments in + Read More

It’s a well-known fact that data is vital to the success of any company. Data analytics provides insights into customer behaviour – which + Read More

Over the last two decades, financial institutions have undergone a complete digital transformation. From e-transfers to contactless credit cards, there’s no denying the + Read More

Live chat grows up Once an experiment in online engagement, live chat has matured to be a proven digital engagement channel driving sales, + Read More