Insights, trends and best practices.

The support tech stack has undergone a significant shift since the early 2000s. The backbone of a support organization today is having one of the […]

Service desk platforms – also called agent desks – help companies enhance the customer experience, scale conversations across multiple channels and reduce customer service costs. […]

Why companies need AI today.  “Call centers have never been more important — or more strapped1.”  Imagine having a 100-year old parent who has a […]

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 […]

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 […]

AI customer experience is emerging as one of the dominant trends in customer service – this article will explore what it is and why so […]

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, […]

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 […]

Customer service leaders come in all shapes and sizes. In the age of the internet, it is difficult to keep tabs on which thought leaders […]