Digital Experience
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Data & Customer AnalyticsBig Data for the greater good
In the context of customer service, Big Data is invaluable — but that’s not all it can do. Learn how organizations are using data to benefit society by defending human rights, improving public safety and more.
IVRNot your grandma's Interactive Voice Response (IVR)
IVR systems of yore are getting much-needed makeovers. Learn how better design and smart technology are contributing to these new and improved systems that can actually serve as a source of delight for customers.
OmnichannelTravel & HospitalityWhy the best travel agent may be a bot
Artificial intelligence is causing a major upheaval in the travel industry, bringing sophisticated recommendation engines that are helping travelers find and book the deals that best suit their specific needs — without having to ask.
AI & BotsThe cost of customization in the contact center
Leading brands have always understood the power of delivering great customer service on a one-to-one basis. Now, the pressure is on to use technology to scale that level of personalization. Discover expert tips on striking the right balance without breaking the bank.
DX Best PracticesTechnologyBuilding your tech company's customer support toolset for scale
When a fast-growing tech company is rapidly growing, it can be tough to take time out to fine tune certain elements of the business, including customer service. Here are some tools to consider when building your customer support tech stack for scale.
AI & BotsThe do's and don'ts of customer service automation
What aspects of your customer experience should you automate, and which should be left to human agents? Learn how and when automation works best.
AI & BotsHealthcareThe rise of conversational bots in healthcare
27 percent of consumers would rather answer sensitive health questions posed by virtual assistants than by people. Learn more of the reasons why conversational bots are now at the forefront of healthcare investment strategies.
MobileEight principles of a mobile-first strategy
Building an effective mobile-first strategy requires adhering to eight simple rules — all of which are designed to capitalize on mobile technology while better serving your customers. Discover the eight principles that are integral to creating a mobile-first strategy and a better customer experience.
AI & BotsFinancial Services & FintechCreating a virtual assistant for effortless financial services
Where do financial services companies new to the world of AI and bots begin in their digital journey? Discover tips from leading brands in the industry, including TD Bank and Standard Chartered.
DX Best PracticesTravel & HospitalityThe difference between good and great travel and hospitality customer service
There’s often a fine line between “good” and “great” customer service. Discover four ways travel and hospitality brands can take their customer experience to the next level.
Digital TrendsLet's get phygital: Using technology to create a new class of customer experiences
The merging of the physical and digital — or “phygital” — frontier is starting to catch brands’ attention. Learn how leading companies are blending these two realms to create stellar customer experiences.
AI & BotsTop five conversational bots and why we love them
What makes a great chatbot? It’s a combination of functionality, convenience and good UX/UI design. Here’s a look at five shining examples of conversational bots.
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