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 …

eCommerce has huge potential for utilizing AI, but it requires some work to properly prepare for implementing AI and make its use effective. Leaders looking to implement AI must remember …

This year’s annual Fall NECCF event brought together contact center leaders from around the northeast to examine one goal: how to properly prepare for success in the future …

A recent study found 3 in 10 Americans would rather watch paint dry than wait on hold. Friction-filled CX can be a bigger barrier than businesses anticipate. Streamlining the customer journey and cultivating truly frictionless …