Insights

A handy guide to perfecting your workforce scheduling with technology that enables agent flexibility and autonomy. At long last, employee...

Artificial Intelligence is on the rise and yet, believe it or not, tomorrow’s contact center will need more—not fewer—agents as revealed...

Artificial intelligence is all the rage, but what might it mean for the experience industry? The first step is understanding what AI is —...

Does your CX platform have what it takes to drive results for your brand? Our experts weigh in on what’s in and what’s out for customer...

Running an efficient contact center that delivers exceptional CX is a tough proposition. Interaction volumes are skyrocketing, matched by...

Today we announced Zendesk AI, our intelligence layer and a new offering that combines years’ worth of Zendesk data and insights with new...

Discover how business leaders in 5 key sectors are investing in AI to improve their customer service to match customers' expectations....

As Chief Transformation Officer for ME Digital Group, Prashanth Raghuraman, is spear-heading both internal development and the onboarding...

This year Cobone celebrates 13 years of bringing the best value offers to our consumers across Saudi Arabia and the United Arab Emirates....

Organisations that prioritise customer feedback as a key input to make their critical business decisions are the ones that will survive...

Chatbots have become practically synonymous with artificial intelligence (AI) for customer service. The chatbots that leverage AI and...

What if there was a better way? What if customer support leaders could move past the scheduling nightmares and manage their contact...

In competitive markets, increasing customer satisfaction is vital to maintaining (or increasing) market share. Customer satisfaction...

Find out how Lucy Edmunds' experience with an airline's chatbot left a lot to be desired, and how testing could have prevented this. I...

Customer experience (CX) is a crucial, yet often overlooked, aspect of any testing journey. According to a survey conducted by Qualtrics...

Leaders of the most successful businesses know that providing the best customer experience (CX) in their markets leads to greater...

With technology at our fingertips, it’s easy to see why the customer experience has evolved. To remain brand loyal, today’s consumers...

In this age of rapid digital embracement, brands are expected to deliver a high level of personalisation to their customers. Businesses...

According to the CX Live Intelligence Report 2023, a staggering 35% of the surveyed companies in the Middle East are re-evaluating their...

Based on the 2022 Annual LexisNexis Risk Solutions Study, fraud costs across U.S. and Canadian financial firms have risen by 22.4%...