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A recent article by Maneesh Sharma discusses the significance of fixing customer problems before they happen. Some companies take the customer service approach of waiting for their customers […]

Does your company opt for damage control over solutions? An article by Krysta Gahagen gives an example of a coffee shop that had a mechanical problem with their […]

Does your company try to get customers to follow the ways of your world, or do you build your company to reflect and serve the world around you? […]

An article by Dan Miller raises an interesting point: Implementing virtual agents into your contact center isn’t staying ahead of the curve, it’s common. A long time ago, […]

Not all companies are as customer-focused as they believe, according to an article by Ian Golding. In order to have a sustainable customer experience program, businesses need a […]

Customer service isn’t something you set and forget. It needs to be routinely updated to keep up with customer demands. An article by Ron Lambert says that this […]

It’s more important now than ever before to ensure your customers’ data is safe. An article by Matt Tumbleson discusses cyber security and the challenges companies often face […]

According to an article by Nancy Porte, 63% of consumers will gladly interact with chatbots as long as human agents can be available as a backup. What this […]

What happens when empathy just isn’t enough to satisfy customers? An article by Jeremy Watkin discusses this type of dilemma that occurs within many contact centers. For example, […]

“Customer experience” is only a keyword for many companies. It’s unfortunate, but it’s reality according to an article by Andrew Tillery. Tillery points out that while many companies […]