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Credit union member engagement is fundamental, and it’s not hard to see why. Engaged members spend 22% more than non-engaged members. Moreover, 43% of + Read More

Financial institutions across the world are taking advantage of new digital technologies to improve customer experience (CX) and engagement. If credit unions want + Read More

The value of excellent customer experience (CX) is no secret, nor are the aspects needed to deliver it – and yet many organizations + Read More

Digital channels and technology have transformed how customers receive support, and live chat has emerged as one of the most popular communication channels + 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

One of the driving forces for workers in the public sector is the desire to make a difference. While the work isn’t always + 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

Connecting with international students is simply not easy, and it has been made even more difficult with the onset of Covid-19. New enrolments + Read More

Live chat is now the most popular customer service channel, and it’s not hard to see why. According to Invesp, live chat is by + Read More

The adoption of omnichannel customer engagement platforms has become critical in achieving customer experience (CX) excellence.  According to research by McKinsey, “most Gen Z consumers don’t even + Read More

The origins of customer experience (CX) can be traced back as far as 1990, and arguably even further. Since then, its role in customer + Read More

If you found out that your customers would pay more for a better customer experience (CX), would you consider investing in improving this experience? In + Read More

It’s unarguable that live chat can help improve communication between government and citizens and be a major component of improving customer service government. + Read More

Nearly everyone has come into contact with their government, whether to renew a driver’s license or apply for a police check. Unfortunately, these interactions have become synonymous with poor, + Read More

It’s difficult to keep abreast with the latest customer experience trends at the best of times. 2021 has taken this to another level. + Read More