Customer Service Industry Trends 2024 

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

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

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

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

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

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

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

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

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

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

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

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

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

Most people who have used live chat as a customer know its biggest advantages: it’s quick, convenient, and fits your need for instant communication when you can’t (or + Read More