Insights, trends and best practices.

The latest articles from our experts

Insights, trends and best practices.

American Express #WellActually – A Homage To The Internet’s Most Famous Customer Service Research Study

If you’re in the customer service space, you’ve probably heard a handful of these customer service statistics: 33 percent of consumers say they’ll consider switching […]

Read more

How AI can reduce churn in the streaming industry

Customer churn is a major threat to every streaming company. Companies lose $1.6 trillion per year to churn1. With more and more streaming providers jumping […]

Read more

How 8 of the Best Shopify Storefronts Use Chatbots to Provide Excellent Customer Service

Some of the coolest brands today were started by teenagers, have products adored by Michelin-star chefs, and create products that are sustainable and environmentally-friendly. They’re also […]

Read more

A Change in My Tide: My Internship at Netomi

A chance encounter…or fate?  On the bustling streets of San Francisco, I overheard the sound of home. As an international student studying in the U.S., […]

Read more

Telecommunications Industry: A Full Look at the Latest Telecom Industry Trends for 2021

To download a copy of our full Telecom Industry Benchmarks report, visit here. The telecommunications industry is a long and storied business vertical that is […]

Read more

Your Secret Weapon for Gamer Loyalty: Seamless AI-powered in-game support

How gaming companies can keep fans engaged, loyal and advocating with incredible fan experiences  In the gaming world, complaints are loud. Gamers voice criticism and […]

Read more

The Top 25 Trail Blazing Customer Service Professionals of 2020

The top CX practitioners making the most impact on employee and customer experience  Customer service is more important today than ever before. The customer service […]

Read more

Looking to grow your support team and reduce costs? Here’s why AI trumps outsourcing customer service

As a way to grow a support team, scale to new markets, provide 24/7 support and reduce costs, many companies hire a business process outsourcer […]

Read more

Customer Service Benchmark Report – Support Benchmarks for Today’s Top Companies

To download a copy of the full Customer Service Benchmark report, visit here. Overview of our 2020 Customer Service Benchmark Report Results of our inaugural […]

Read more