Insights, trends and best practices.

The latest articles from our experts

Insights, trends and best practices.

The Fourth Wave of Customer Service: From Call Center to AI-Powered Full Resolution

Customer service is undergoing an evolution that is drastically changing the way companies interact with customers. At a time when the customer experience is driving […]

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Retail Customer Service: Everything you need to know about what it is and where it’s heading

What is retail customer service? Retail customer service is the assistance and advice provided to those who buy or use products. The Oxford Dictionary defines […]

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New eBook: Streaming Video Competition Is Brutal. Your Customer Experience Needs To Be Stellar.

Our latest ebook looks at brilliant customer experience is essential for streaming video companies to thrive in an increasingly competitive environment.  There are hundreds of streaming […]

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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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