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Customer service is almost expected to be instantaneous in 2016. Should we expect anything different from 2017? Absolutely not! In his recent article, Richard Shapiro discusses how responding […]

The customer experience must be a constant focus for companies from customer intrigue, to point of purchase, to post purchase. In his recent article, Mike Szilagyi gives the […]

If your company has been looking to boost its customer experience program in the last few years, you’ve most likely considered (or, at least, heard of) Virtual Assistants. […]

Performance metrics and touch-point checklists are rational when setting up customer service to meet the customers’ needs, but are they effective when trying to earn customer loyalty? In […]

One of the fundamental keys to customer service in the travel and hospitality industries is to have a solid booking service. In a recent article, Fred Chua discusses […]

Companies strive to reach a level of success that requires expanding operations to serve more customers. However, when a company needs to grow drastically and support more customers, […]

Your brand has an amazing product or service that could benefit many people, so that’s all you need to be successful, right? According to a recent article by […]

The emphasis in modern customer experience is often put on speed and technology. How fast can you resolve the customer inquiry? How fast can you respond to the […]

Does your company use Artificial Intelligence (AI) to assist in delivering the customer experience? Whether your answer to that question is yes or no, the chances are pretty […]