Customer Service Chatbot Success Stories to Learn From

Chatbots for customer service are still new and unfamiliar to many, and it can be difficult to identify use cases that customer service chatbots could be useful for. So we’ve put together a profile of four very different…

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Infographic: Customer service chatbots in 2018 – trends and facts to know

It can’t be denied that consumer preferences for customer service channels are shifting more rapidly than ever, with the rate of consumers who identify digital channels as their preferred mode of  communication ever on the rise. Unfortunately, the…

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Dashbot panel: Top Considerations for Building Enterprise Customer Service Chatbots

Recently, we were pleased to be part of a panel hosted by Dashbot.io about important considerations for enterprise companies looking to build chatbots for customer service. There was a great lineup of panelists from AccuWeather, 1-800-Flowers, Aspect, as…

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Barriers to Digital Transformation: Finale

In our last post, we discussed the challenges of poor leadership engagement and the seven types of bias that create risk-averse culture: Loss Aversion Bias, Status Quo Bias, Fundamental Attribution Error, Confirmation Bias, Existence Bias, Familiarity Principle, and…

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Top Barriers to Digital Transformation: Part 3

This post is the third in a series of posts on the top 5 barriers to digital transformation. In our last post, we talked about the obstacles posed by organizational silos and lack of effective change management. In…

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Top Barriers to Digital Transformation: Part 2

In our last post, we talked about the slow pace of digital transformation, identified five top barriers to digital transformation, and reviewed the first barrier: the cost of maintaining legacy systems. Today we’ll continue what we started and…

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The Top 5 Barriers to Digital Transformation

It should no longer come as a surprise to anyone that digital technology has revolutionized the business landscape. With the recent announcement that Apple has become the first trillion-dollar company in history, digital technology is set to be…

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Using digital customer service to boost revenue through customer retention

It is a truism that it costs businesses far more to acquire new customers than to retain existing customers. And yet, according to a report published in Harvard Business Review, most companies still use the customer acquisition rate…

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Why your digital customer service solution needs to include email

In our previous post, we looked at the hidden costs of digital silos for digital customer service agents; namely that multi-tasking reduces productivity and makes us less resilient. Research shows that digital customer contact centers are losing as…

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Recommended Reading: Top CX and Digital Transformation Content for 2018

Customer preferences for customer service channels continue to shift rapidly – with consumers increasingly naming digital channels as their preferred mode of communication. Additionally, the digital communication landscape continues to grow more complex, with the number of channels…

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