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The Science—and Art—of Customer Service Conversations

We live in an era when shoppers demand first-rate experiences and every interaction plays a vital role in a company’s success. “Customer service shouldn’t...

Why Bots Alone Are Not a Smart Way to Lower Customer...

Here’s a scenario I’m hearing about more and more regularly: In an effort to cut costs, Company X decides to replace the humans in...

Want your colleagues to embrace digital change? Avoid these five missteps

Selling digital transformation within an organization can be twice as difficult as getting buy-in for any other kind of wholesale revolution. Because while the...

Four Ways to Sell Stakeholders on Digital Transformation

Engaging in online sales without built-in, comprehensive support is a lot like opening a brick-and-mortar store without floor staff. No one’s available to help...

How To Raise The (Painfully Low) Bar On Customer Service Calls

Customer expectations are extremely high—a recent Salesforce study found that customers demand seamless, personalized experiences with brands. And if they don’t get them? Well,...

How Human Assisted AI Will Improve Your Customer Service

With more than 80% of the data gathered being unstructured and unusable, companies are leaving a lot of value on the table. To recover...

The Importance of Personalization in Business

We live in the day and age of personalization. Facebook creates personalized stories for each of their users on their anniversary of using the...

Keeping Customer Experience Human

Here’s a question for you: on a daily basis, how many times a day do you think customers yell at an Interactive Voice Response...

On the Podcast: Establishing A Customer Journey Strategy with Annette Franz

On this episode of The CX Show, our co-founder and CEO, Dan Michaeli, sits down with Annette Franz, founder and CEO of CX Journey...

Why Your CX Strategy Is Failing

Every business that takes the time to implement a customer experience strategy likely has the same goal: for their customers to have a seamless...
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