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It’s difficult to keep abreast with the latest customer experience trends at the best of times. 2021 has taken this to another level. + Read More about top 4 customer experience trends for financial services to expect in 2022

87% of senior business leaders see customer experience as their top growth engine, and yet only one in three feel prepared to address this.   Although + Read More about how live chat improves the digital customer experience

Today’s students are digital nomads. Technology doesn’t just come easy to them – it’s where they want to interact. If colleges and universities want to improve + Read More about 5 reasons why colleges & universities need live chat & chatbots

Customer service isn’t easy, but new technologies are making it easier. With artificial intelligence like chatbots, brands can serve more customers faster than ever before – all the + Read More about top 4 steps to integrate chatbots into customer service

Today’s customers expect digital communication channels from the businesses that they connect with. It’s well documented that millennials hate phone calls, and to meet the + Read More about contact center digital transformation – the essential stages for a smooth and successful transition

Engaging with students is difficult in higher education. Engaging with international students in higher education is even more difficult. Besides potential language barriers, institutions also need + Read More about engaging with international students – top tips for higher education

Amid the Covid-19 pandemic, maintaining high levels of student engagement appeared to be a losing battle for many higher education institutions. Spring break 2020 heralded + Read More about increasing student engagement – how to meet gen z’s support expectations

Ten years ago, it wouldn’t have been uncommon to see people switch off merely at the sound of ‘customer experience’ in conversation. Once + Read More about the best customer experience needs the best agent experience – expert commentary

92% of Canadians are concerned about their personal privacy, and 45% think businesses don’t respect their privacy rights.  We live in an increasingly privacy-conscious world, + Read More about pipeda – how and why comm100 complies to canada’s privacy law

Buzzwords come and go in the customer experience world, but while we lose our patience with most, there are some that rightfully stick around. In + Read More about here’s why the experts think empathy is the key to customer experience

Delivering the perfect customer experience on every occasion across all your touchpoints is no easy feat. With increasing customer expectations and the rise + Read More about resolving customer service complaints – how to reduce repetition & agent handoffs

It wasn’t too long ago that the idea of a CX Specialist would cause many furrowed brows. Fast-forward today, and the concept of + Read More about cx inspiration – a q&a with nate brown, co-founder of cx accelerator

Siloed systems are one of the greatest obstacles to a quality customer experience (CX). Your team can spend days crafting the perfect customer journey, but if only some people + Read More about 4 ways to get rid of painful cx silos

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 about how to evaluate hipaa compliant patient engagement software vendors, part 2

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 about how to evaluate hipaa compliant patient engagement software vendors, part 1

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 about 4 tips to improve your contact center 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 about 3 practical ways ai in the contact center gets real

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 about how agent-facing ai can accelerate training and onboarding (with a step-by-step checklist)

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 about enter the super-agent: 3 ways ai enhances the agent experience