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Top 10 trends to shape intelligent customer experience in 2024
In the realm of enhancing customer experience, a swift transformation is [...]
ICMI’s Top 25 Thought Leaders for 2023
Each year, we ask the contact center community to nominate their choices for th [...]
What is customer service? Ultimate guide
The definition of customer service Customer service is the act of supporting an [...]
6 Customer Service Experience Trends to Watch in 2022
As customer expectations continue to evolve, customer service trends are adaptin [...]
The Verdict Is In: Customer Service Isn’t Human Enough
Since the pandemic first began, consumer demand for heightened levels of custome [...]
15 Stats About Post-Covid Customer Service
The pandemic threw customer service into the spotlight, even as the industry fac [...]
The ICMI Top 25 Thought Leaders of 2021
Once again, ICMI has compiled a list of the top thought leaders to follow on soc [...]
New Study Finds 3 Top Priorities For CX Leaders
Since the pandemic began, Net Promoter Scores have collapsed across all 20 indus [...]
6 Ways to Create a Culture of Innovation in a Virtual World
Companies like Facebook, Twitter, Box, Slack, and Salesforce all say that employ [...]
The Role of AI in Customer Experience – Pointillist
by Will Thiel “By 2025, as many as 95 percent of all customer interactions will [...]