Insights, trends and best practices.

The latest articles from our experts

Insights, trends and best practices.

8 Best Customer Service Stories That Went Viral

There’s a lot of bad news in the world. But you’re not going to find that here. Not today. Instead, we’re rounding up our favorite, […]

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Ecommerce Benchmarks for 2021

Overview of our 2021 eCommerce Benchmark Report Results of our eCommerce Benchmark Report which analyzes the world’s 2,000 largest eCommerce companies  Findings reveal how the […]

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7 Ways eCommerce is Using AI on Black Friday and Cyber Monday

The holiday shopping season has officially begun. Even with the headwinds of economic uncertainty from COVID-19, analysts expect a 35% increase in seasonal online sales […]

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New eBook: Online Games and the New Imperative for Customer Experience

Online game companies are facing greater competition from other game companies and from streaming media companies, both of which seek the attention of users. Sony, […]

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Chatbot Fails (And How To Avoid Them)

Having been around for a few years, chatbots have had some pretty unfortunate incidents. From all-out racism brought on by ruthless trolls to flat-out terrible […]

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How Fintech Can Use AI To Improve Customer Service and Increase Retention

Disruptive fintech companies and digital-only challenger banks have shaken up an industry once plagued with little differentiation amongst products and poor customer experiences. Upstart banks […]

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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 […]

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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 […]

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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 […]

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