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Customer ExperienceWhy China has become a world-class outsourcing destination
Discover how China’s emerging high-tech sector and focus on innovation have made it into an attractive outsourcing location for global brands.
Customer ExperienceFinancial Services & FintechHow to structure chat services for financial brands
Chat support provides financial services firms an opportunity to build customer trust, while maximizing the customer experience, but only when implemented correctly. Discover tips to effectively structure your chat services.
Digital ExperienceEight 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.
Customer ExperienceHow to hire a contact center that 'gets' your brand
Hiring a contact center is a big decision. Discover the keys to finding a customer experience partner that will set your brand up for long-term success.
Digital ExperienceFinancial 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.
People & CultureOptimizing your workforce to meet your 2019 goals
Understaffing and overstaffing your contact center both come with serious consequences. Find tips on how to maximize your workforce efficiency and effectiveness in the year ahead.
Digital ExperienceTravel & 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 ExperienceLet'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.
Trust & SafetyKnow your customer (but don’t annoy them)
Know your customer (KYC) processes are crucial for corporate and client security. Learn best practices for striking the right balance between trust and convenience.
People & CulturePreparing your support team for the future of customer service
Discover top tips for hiring, training and engaging your customer service team in the digital age.
Digital ExperienceTop 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.
People & CultureFour attributes of outstanding customer experience leaders
Discover four leadership traits needed to build a customer-obsessed organization.
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