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CoBrowsing’s Impact on Customer Support

Technology has made customer support faster and easier. Rather than weaving through an IVR or holding on the phone to receive support, today, consumers...

A Look At Conversational AI

Lately it seems like everyone is talking about AI (Artificial Intelligence) and its impact on customer interactions. In the world of digitally based enterprises,...

Are Micro-Branches the Next Big Thing?

Offering a Better Banking Experience Through Micro-Branches With 81% of consumers managing their finances online, banks are increasingly having to rethink their brick and mortar...

On-Screen Vs. Off-Screen Calling

The telephone’s place in today’s customer journey Like it or not, the traditional phone call is still the primary method for many customers to engage...

Building a System of Engagement

As business moves online, engagement between companies and their customers online becomes a major component of the customer experience. While data about customers is...

When Should Humans Be Used Over Bots In Customer Service?

To use a bot in your business or not, that is the question. Recently, businesses have been working on improving their artificial intelligence engines,...

Omnichannel Customer Engagement

A Path Towards Delivering An Optimal Customer Experience It’s no secret that customer expectations are at an all-time high and, for many companies, meeting their...

CoBrowsing Vs. Screen Sharing

CoBrowsing (or Collaborative Browsing) is a relatively new technology propelled by pioneers in the SaaS space. However, customer experience professionals seem to think that...

Visual Engagement and Customer Loyalty

For businesses that refuse to focus on customer experience as a differentiator, customer loyalty is at an all-time low. Any enterprise that does not...

Extending the Customer Experience to the Employee Experience

“The days of begging for a job are gone. It’s a candidate’s market. We send them ‘thank you’ notes after interviews now.” This quote...