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The life of chatbots in customer service has been turbulent. However, as bot technology has rapidly improved, so too has organizations’ readiness to + Read More

When listing technologies that have shaped the way people communicate, it’s impossible to exclude SMS, or text messaging. 100% of U.S. adults surveyed + Read More

Thirty years after the first text message was sent in 1992, SMS is more popular than ever – but not just in the + Read More

Today’s customer service expectations are at an all-time high, and many organizations are failing to meet the demand.  New data outlined in a + Read More

Governments around the world continue to introduce legislation that ensures services are accessible by everyone. This has led public organizations to offer new + Read More

The modern global consumer is impatient, specific about their needs, and more than willing to jump ship to go to another brand if + Read More

When you sign up on Netflix, the streaming platform first asks about your preferences regarding languages and genres you’d like to consume. Netflix + Read More

Does your customer service team have big plans for 2022? With the turbulence of the pandemic now settling down, there’s no excuse not + Read More

The customer service landscape is forever changing as technologies and consumer expectations develop, but 2021 has seen a shift of proportions that we have arguably never + Read More

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

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

Today’s students have grown up as digital natives, surrounded by technology and accustomed to the experience it provides. It should come as no + 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

We’ve now reached the fourth and final part of our series exploring Digital Transformation in Customer Service. So far in the series, we’ve + Read More

Welcome to part three in our series exploring digital transformation in customer service. In this series, we’ve been looking at how digital transformation + Read More

Customer service forms the backbone of any successful business. Users are more likely to remember, interact and refer to your brand if they + Read More