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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

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

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

How does your contact center handle new starter training and onboarding? In my experience, most businesses fall into three camps: Option three is + Read More about how agent-facing ai can accelerate training and onboarding (with a step-by-step checklist)

You can’t build a house on a weak foundation. In the same way, the standard of customer experience that consumers expect isn’t achieved + Read More about 5 tips for finding a cx platform your agents, customers and exec team will love

Getting work done isn’t as simple as you think. The average worker spends 28% of their work week on admin tasks alone, such as replying + Read More about workflow automation best practices with zapier

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 about 8 tips for integrating sms chat into your cx strategy

Customer experience (CX) is centered on the needs and perceptions of the customer, not the business. This includes understanding customer needs at every + Read More about customer experience at a crossroads: what drives customer experience success?

Most companies would agree that excellent customer service is a crucial aspect of running a business. A simple conversation between a customer service + Read More about how to build a cx coaching culture

The picks on this month’s series of best CX Posts cover a wide variety of topics focused mostly on the future of customer + Read More about best customer experience articles from the month of july 2018

In this day and age, all companies who want to get an edge over the competition must embrace customer experience continuous improvement as + Read More about how to use continuous improvement strategies for customer experience improvement

Let’s be honest, companies do not send out newsletters promoting massive “wins” and provide huge commission checks when an internal team manages to + Read More about customer experience mapping: how to create smoother, more effortless journeys

The art of upselling and cross-selling has been around since humans began trading seashells for leather. Throughout history, many businesses have incorporated upselling + Read More about 5 key guidelines for upselling and cross-selling