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6 ways retailers can convert returns into revenue

This time of year, retailers are laser-focused on getting ready for the busy holiday season – but don’t forget to prep for that hectic time of year that will soon follow: returns season...

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HMEs: Don’t fold under pressure — CX pays dividends

If your company provides home medical supplies and equipment, you’re likely under a microscope.  There has never been a tougher time to drive metrics. The labor market stinks and most IT...

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Where should startups focus their AI investments? Start here

AI is the flavor of the week in many segments of business, and customer experience (CX) is not spared from both the hype and innovation. Startups face a unique challenge when it comes to embracing...

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Provide faster tech support and improve CX with co-browsing

When customers reach out for technical support, they arrive with a specific problem and simply want a quick resolution.Co-browsing is an often-overlooked technique that allows customers to give...

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How to integrate AI into your cybersecurity (and why you should)

Did you know that cybercriminals can penetrate 93% of company networks?It’s a jarring statistic but it’s true. Research shows the danger and cost of cyber incidents are the biggest...

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How happier employees lead to better CX

Workers increasingly want to feel energized and valued at their jobs, and in today’s tight labor market companies that don’t prioritize employee engagement are losing talent to brands...

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3 lessons the CX world can learn from gaming pioneers

Improving customer experience is a constant work in progress, and valuable insights can come from anywhere. The customer experience (CX) landscape is rapidly evolving and, to outperform the...

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Empathy and sentiment scores: What we know and what we think we know

In the contact center industry, it is commonly known that soft skills are critical to building trust and connection with consumers. One of the most important pillars of these skills is empathy....

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A plug-and-play model is the future of AI-enabled CX (here’s why)

In this time of economic uncertainty and rapidly developing technology disruption, the ability to stay nimble is paramount.  On one hand, the economic reality demands that companies be...

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Want to improve gaming CX? Your AI needs to be seamless

No gamer wants to contact customer service to resolve a problem. They often don’t have access to the game that they’ve already paid for, and many feel like they should be able to solve...

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