Insights, trends and best practices.

The latest articles from our experts

Insights, trends and best practices.

Game Day: How AI Can Help Sports Betting Companies Win The Customer Loyalty Championship

Online sports gambling is a booming business. But as upstarts break into the market to try and steal market share from more established players, it’s […]

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Customer Service KPI Metrics: Everything You Need to Know in 2021, Explained

Key Performance Indicators (KPIs) are a special set of metrics that help determine whether business is going in the right or wrong direction. At first […]

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How to Maximize Your Zendesk Knowledge Base with AI (Updated August 2021)

The Power of a Zendesk Knowledge Base and Customer Self-Service The modern customer wants self-service. That’s why, over the past few years, we’ve seen companies […]

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SMS Customer Service and SMS Chatbot Strategies (Updated August 2021)

We’re a society of texters: 8.5 billion text messages1 are sent in the United States every day. On a personal level, it’s about 26 sms […]

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The 5 Top Customer Centricity Examples in 2021

Customer centricity. Customer obsession. Customer focus.  These are not just boardroom buzzwords but rather essential principles for businesses today – from global enterprises to innovative […]

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10 Ways Customer Service Automation Works Today (Updated July 2021)

AI is transforming customer service, making it more convenient and personal by automating high-quality resolutions on consumers’ terms and empowering human agents to work smarter. […]

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Everything You Need To Know About Omnichannel Customer Experiences in 2021

Today’s digital world is littered with companies providing omnichannel experience scenarios for their customers. Here’s a real-life example of an omnichannel experience: While looking through […]

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Email Support: The Pros and Cons of AI Customer Service Tools (Updated July 2021)

Customers today demand more. To meet expectations for convenience, companies need to offer omnichannel programs and email support system solutions. While channels like Twitter, Instagram, […]

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11 Insurance Chatbot Use Cases (and Why Providers Need AI Now)

Chatbots are providing a new avenue of innovation for the insurance industry. The use cases for an insurance chatbot are beneficial for both insurance companies […]

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