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Insights
Exploring trends re-imagining CX


NUX: The unsung hero of your customer experience
When a team attempts to collaborate on a project, only to be hindered by a slow, unreliable network, the frustration is bound to mount....
2 min read


How on-demand customer service is revolutionising peak period scaling
In an era of high customer expectations, the ability to scale on-demand customer service during peak periods is not just a competitive...
3 min read


Case Study: Dutch Railways Gets Omnichannel On Track
NICE CXone implemented for a complete redesign of Dutch Railways customer service omnichannel practices. CUSTOMER PROFILE ABOUT Dutch...
5 min read


Case Study: Great Southern Bank Transforms Customer Service and Reduces Operational Costs
Great Southern Bank improved customer service and efficiency by enhancing its CXone Mpower platform with AI-driven automation. CUSTOMER...
5 min read


IDC and Sprinklr Unveil New Research on 2025 AI Priorities
Report surveyed 500 contact center and 500 marketing leaders on their goals for AI-led CX transformation. NEW YORK, NY — October 30, 2024...
3 min read


Beyond the buzz: The real impact of AI in customer experience
As a customer service leader, you've likely found yourself both excited and overwhelmed by the constant buzz around artificial...
5 min read


Contact Center Automation: Reduce Agent Burnout and Boost Customer Satisfaction
Contact center automation streamlines operations, reduces costs, and helps deliver effective customer service. There are various types of...
9 min read


Customer service has to win every time
Imagine walking into a store to buy a pair of shoes. The salesperson is friendly and helps you find the perfect pair. You're happy with...
4 min read


How to identify contemporary customer service software
Imagine walking into a store and struggling to find assistance when you need it. Would you walk out of that store immediately? ...
3 min read


How does AI improve customer service and contact center efficiency?
Artificial intelligence (AI) is changing customer service , making businesses more efficient and responsive. Far beyond a buzzword, AI...
4 min read


The death of the IVR: How generative AI is transforming customer service
“For technical support, press 1. For billing inquiries, press 2. To hear about our latest promotions, press 3.” Once you’ve chosen...
4 min read


Best practices for customer service chatbots
Chatbots are reshaping the way businesses interact with their customers, setting new standards for customer experience. Offering...
4 min read


Top 5 Reasons Agents Prefer Tech Over Pay
Welcome to our exploration of the future of contact centers, guided by the groundbreaking insights from the Kore.ai Agent Experience...
6 min read


Decoding the Dynamics of CX: Trends Shaping 2024 and Beyond!
As 2024 unfolds, we stand on the cusp of a groundbreaking human-machine partnership. In this unfolding, we are witnessing an era where...
6 min read


Empowerment breeds excellence - This rings especially true in the realm of customer service
In a customer-centric world, the key to an unforgettable service experience lies in the hands of your workforce. Empowering them...
1 min read


A quick reference guide to measuring customer experience
The axiom "you can't manage what you don't measure" is particularly true of customer experience (CX), but the multi-faceted nature of CX...
8 min read


What is MultiCaaS and why is it the contact center of the future?
We explore the world of MultiCaaS and why it's a contact center trend that's shaping the future of the industry. As a contact center or...
5 min read


How Front Office Automation Improves Customer Relationships
First impressions matter. Within the first few seconds that your customer interacts with your business, they form a lasting impression....
6 min read


The next-generation contact center: 5 ingredients for success
Build your next-gen contact center for today and tomorrow, build stronger customer relationships, and empower agents with generative AI...
7 min read


Data-Driven Customer Experience Insights From the QSR Industry
The global QSR Market reached $232.3 billion in 2021 and is projected to grow to $308 billion from 2022 - 2027 with a CAGR of 4.9%....
8 min read
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