Research shows voice channels are the most preferred customer service channel. Customers are quite literally calling for contact center managers to add self-service to their CX. Current voice-channel IVR isn't satisfying customer self-service needs, but there is a modern alternative …

As businesses think about the right kind of automation to deploy in 2020, they must find the perfect balance to enhance both CX and EX while managing a budget. For most businesses that means looking to RPA technology …

Today’s customers have grown to love digital self-service channels. The speed and simplicity of solving straightforward service issues on their own means over two-thirds of customers choose self-service before any other channel …

In the technology era, automation is becoming a mainstay when it comes to lowering costs. Switching to automation is beneficial to customer experience but it can be difficult to implement properly. Here are five tips for successful …

AI. RPA. ML. A sea of abbreviations and technology is flooding every industry with automation options, but how do CX professionals sift through it all to find success? When CX leaders understand the full spectrum of automation and focus on value and volume, the answer …

Customer service today should meet the flexibility of digital channels and provide successful resolutions to customers on their time, whenever and wherever they need it. CX today fails when …

Simplicity is more important to customer service and CX today that it has ever been. In our fast-paced, continuously busy world customers are bombarded with information and options all day long. This …

Modern customers and business leaders alike have become accustomed to accessible solutions instantly available whenever they want. That need for speed is at the heart of digital customer service …

This is the first of a five blog series, where we’ll be walking through each of the four pillars of Zappix solutions, explaining how each one impacts CX and why customers respond so well to solutions that excel …