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

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

Convenience continues to be the consumers’ main motivation for online shopping. At a time when all it takes are a few clicks to + Read More

Customer Contact Week (CCW) Digital’s special reports are a great resource to catch up on the latest technology, best practices, and trends for + Read More

Citizens today expect transparent and responsive services from the public sector. And those expectations are rising. Government agencies are making significant investments in + Read More

Customers are the lifeblood of your business, so it makes sense that they should also be the motivating factor behind any major business + Read More

Delivering great customer service is a challenge in every industry. When it comes to healthcare, accessibility, privacy, and personalization raise the bar even + Read More

It’s a well-known fact that data is vital to the success of any company. Data analytics provides insights into customer behaviour – which + Read More

If you’ve ever asked somebody to describe their customer support experience with a company’s call center, there’s a good chance they started their + Read More

Over the last two decades, financial institutions have undergone a complete digital transformation. From e-transfers to contactless credit cards, there’s no denying the + Read More

When considering any technology investment, security and privacy are non-negotiable. No matter which support channels your business offers, keeping your confidential customer data + Read More

The idea of automating and scaling one-to-one conversations using AI chatbots has created a lot of hype, but a lot of bots have + Read More

Holiday shopping season isn’t easy. Even for the most well-organized customer service functions, seeing query volumes and queues rise into the red can + Read More

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

Let’s get social Nearly 70% of today’s consumers use social media to engage with businesses and the trend shows no sign of stopping. + Read More

Live chat grows up Once an experiment in online engagement, live chat has matured to be a proven digital engagement channel driving sales, + Read More

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

Live chat communications continue to trend upwards in importance. No surprise here. eMarketer predicts that in just one year from now, 80 percent + Read More