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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 about icmi expo 2019 conference roundup

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 about top 4 reasons for live chat popularity

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?

By 2020, customer experience (CX) will overtake price as a key product differentiator. While there are many ways to improve CX – ease + Read More about 3 ways to do more with customer experience personalization

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

With the World Cup in full swing, now is probably the perfect time to talk about one of the essential elements of any + Read More about how to improve your cx function through coaching

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

According to CX Network’s 2017 Digital Marketing Trends Report, customer experience ranks first as the most exciting opportunity for businesses for the third + Read More about 10 first steps to improve your customer experience

This is the second article in a five part series on structuring your website for conversion. Part 1: The Art and Science of + Read More about 5 key guidelines for upselling and cross-selling

Conversion rate can be a difficult thing to improve. It’s a more-or-less direct representation of your site’s ability to create and retain customers + Read More about 5 ways to increase your ecommerce conversion rate