Every company out there is trying to be more customer-centric, and the race for an excellent customer experience is heating up. Creating a + Read More
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Every company out there is trying to be more customer-centric, and the race for an excellent customer experience is heating up. Creating a + 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
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
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
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
