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The Case For Customer Service Chatbots- As Part Of Your CX...

If consumers had to give chatbots a performance review, it probably wouldn’t be stellar. This is true for all sorts reasons, but especially so...

5 Ways to Improve Your Bank’s Bottom Line With Conversational AI

How conversational AI can solve your most strategic problems: improving the digital banking customer experience, & increasing employee productivity.

Meet The Customer Service Rep Of The Year—in 2028

Technology’s role in customer service is growing at warp speed. Social media has opened up multiple channels of communication between brands and consumers, allowing...

On the Podcast: Creating Call Center Leaders with Jim Rembach

On this episode of The CX Show, our co-founder and CEO, Dan Michaeli, sits down with Jim Rembach, president of Call Center Coach, an...

Five Keys To Successful Digital Transformation

According to McKinsey & Company, digital transformation is a uniquely complex challenge, because it impacts nearly every facet of an organization. It requires “unprecedented...

Privacy, Please: Three Considerations For Banks Adopting AI

When implemented correctly, AI presents amazing opportunities for the financial services industry to surprise and delight customers.

Five Ways To Become an Influencer Inside Your Company—And Why You...

We tend to think of networking as creating new connections outside of your company. While this is true, it’s important not to underestimate the...

Does Your Banking Chatbot Make You Happy?

How we use sentiment analysis of banking interactions to determine the outcome of interactions with Glia Virtual Assistants.

4 Customer Service Stories That Inspire

By now, we’re all familiar with customer experience horror stories—those viral videos of customer service gone terribly, terribly wrong. The airline passenger dragged from...

Poor Customer Service? This is (Probably) Why

“Over 50% of customers we’ve surveyed are restless, skilled at shifting spend and intolerant of poor experiences,” said Forrester CMO Victor Milligan on...