Insights

Organizations are investing in AI solutions to improve their support operations and customer experience, but only 25% of AI projects have delivered their promised ROI, according to an IBM survey of over 2000 CEOs. While there are many reasons AI projects fall short, data privacy and security concerns are often a major culprit. In many cases, a support team evaluates and pilots an AI solution based on features, but their security, compliance and legal teams shut the project d

Based on the hype around AI, you’d think the majority of businesses are actively using AI in every part of their business and especially in their support operations. In reality, most have yet to move beyond the planning or pilot phase, with projects frequently stalling due to many factors such as AI hallucinations and security and compliance issues. A recent Deskpro survey of over 220 support and IT leaders found that while 37% of organizations have deployed some level of AI

In an era of high customer expectations, the ability to scale on-demand customer service during peak periods is not just a competitive...

Using a CCaaS platform that integrates with your CRM system offers seven significant benefits for your brand, let’s review them. 1. Data...

WhatsApp is right at the top of the planet's most extensively used messaging applications. It serves as an avenue for businesses to...

Many companies have started to prioritize digital customer care programs, albeit at a slow pace, but some organizations are lagging...

CX is good to have anywhere, but it’s even better to have it everywhere. If, in your division (whichever it is), you’ve seen the...

We do our best as Consumer Reporting Agencies to be sure the information we provide is accurate and complete, and in the face of probably...