4 Things to Consider When Mapping Your Digital Customer Journey
January 21st, 2020 | Live Chat

Whether you’re new to digital omnichannel or your company is already deep into digital transformation for customer service, it’s always important to check + Read More

2020 Is the Year of Digital Omnichannel. Here’s What You Need to Know
January 14th, 2020 | Live Chat

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

Roundup: Top 10 Content Pieces of 2019
December 16th, 2019 | Customer Experience

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

How to evaluate HIPAA compliant patient engagement software vendors, Part 2
September 3rd, 2019 | Customer Experience

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

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How to evaluate HIPAA compliant patient engagement software vendors, Part 1
August 27th, 2019 | Customer Experience

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

4 Tips to Improve Your Contact Center Customer Experience
August 20th, 2019 | Communication

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

AI: When to play it safe and when it’s risky business
July 30th, 2019 | Communication

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

The Importance of Always-on Customer Communications
July 23rd, 2019 | Communication

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

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3 Practical Ways AI in the Contact Center Gets Real
July 11th, 2019 | Customer Experience

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

Enter the Super-Agent: Three ways AI enhances the agent experience
June 25th, 2019 | Customer Experience

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

The Future of Customer Experience isn’t Omnichannel
April 25th, 2019 | Live Chat

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

Top 10 Chatbot FAQs
March 7th, 2019 | Chatbot

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

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Top 10 Chatbot Fails and How to Avoid Them
February 28th, 2019 | Chatbot

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

8 tips for integrating SMS Chat into your CX strategy
January 10th, 2019 | Customer Experience

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

4 ways to Enhance the Government to Citizen (G2C) Experience with Live Chat
November 20th, 2018 | Live Chat

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

AI-powered Chat brings Conversational Business Intelligence to your Fingertips
November 6th, 2018 | Chatbot

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

Live Chat Best Practices for Financial Services
October 30th, 2018 | Live Chat

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

Chat did that! and Now You can Prove it with Chattribution
October 2nd, 2018 | Live Chat

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