5 Key Customer Profiles Every Company Should Treat Like VIPs
February 19th, 2020 | Live Chat

Your VIPs are your company’s most important customers, as defined by you. Whether you work in a B2B or B2C industry, you can + Read More

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

Live Chat Benchmark Data 2020
January 7th, 2020 | Live Chat

Organizations know that providing great customer experiences (CX) is no longer optional in today’s competitive business landscape. Four years ago, Gartner predicted that + Read More

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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

AI Chatbots: The Dream vs. The Reality (Pt. 2: Automation)
October 1st, 2019 | Chatbot

“Artificial intelligence” might come across to many as a trending buzzword used by enthusiastic tech theorists and marketers, but in this series I’ll + Read More

AI Chatbots: The Dream vs. The Reality (Pt. 1 – Delight)
September 23rd, 2019 | Chatbot

The concept of “artificial intelligence” often gets invoked as a buzzword by enthusiastic tech theorists or marketers, but in this series, I’ll show + 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

The Telephone is a Dying Communication Channel. And it’s Being Killed by Robocalls.
August 15th, 2019 | Communication

My phone rings. It’s a mobile number, and I’m expecting a call.  I pick up the phone. An automated voice responds:  “We are calling + Read More

AI is here to help agents, not take their jobs
August 8th, 2019 | Communication

As AI becomes more and more commonplace, people are questioning “Is my job safe?”. Looking purely at the news coverage from mainstream outlets, + Read More

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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

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

How Agent-facing AI can Accelerate Training and Onboarding (With a Step-by-step Checklist)
July 9th, 2019 | Customer Experience

How does your contact center handle new starter training and onboarding? In my experience, most businesses fall into three camps: Trial by fire + 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

Customer Service Isn’t Dead: How to do it Right & Companies Already There
June 6th, 2019 | Customer Service

With the proliferation of self-serve channels like knowledge bases , it’s easy to believe that quality customer service is no longer as important + Read More

ICMI Expo 2019 Conference Roundup
May 21st, 2019 | Customer Experience

ICMI Expo 2019 took place from the 13th-16th May at the rather glamorous Diplomat Resort, Hollywood Beach, Florida. My time at the Expo + Read More