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What is Conversational AI?

Lately, it is almost impossible to scroll through any news feed without coming across an article about Artificial Intelligence and its predicted impact on...

The Assisted Funnel: The Missing Piece from Your Customers’ Journey

As companies focus on moving more of their business online, it is becoming increasingly important to pay closer attention to the customer journey and...

Bots from Hype to Reality

There is certainly no shortage of hype around the topic of artificial intelligence (AI). Every day we find grand proclamations about the arrival of...

Keys to Contact Center Success

Contact centers are constantly evolving due to the explosion of burgeoning technologies. With this being said, how do managers implement contact center best practices...

Going Beyond Chat

The modern association with online customer service often revolves around an experience with live chat. While it’s certainly not the only channel that customers...

On the Podcast: Building a Customer Obsessed Culture at Kustomer

On the latest episode of Movers & Shakers, Rob Bailey, COO of Kustomer, discusses customer experience (CX) and everything that goes into making the...

The In-Person Customer Experience

The concept of the online, in-person customer experience is still relatively new, yet the possibilities are continuing to unfold as we now have the...

Introducing the Digital Salesperson

The Role of a Digital Salesperson Take your average, traditional salesperson. Most people instinctively know a salesperson as someone who is relentless in getting you...

Converting Online Quotes to Sales

Each year, J.D. Power releases its U.S. Insurance Shopping Study. The study for 2016 revealed that while insurers are investing in more digital channels...

What is Voice of Customer?

Whether you’re asking for opinions or not, customers offer them and give feedback on just about anything. Thanks to the availability of online channels...