Chatbots vs. conversational AI: What’s the difference?
Today’s businesses are looking to provide customers with improved experiences wh [...]
What to Do When You’re Stuck in the Survival Zone
Covid-19 has led to nearly two years of loss, fear, isolation, and gnawing uncer [...]
Announcing ICMI’s Top 25 Thought Leaders of 2022
We are all striving to be better. Whether it’s being better people, better leade [...]
When Culture Thrives, Customer Experience Will, Too
When Culture Thrives, Customer Experience Will, Too There’s a connection between [...]
Ways Proactive Customer Service Can Lead to Customer Retention and Growth
Picture this – you are at a shop picking oranges. The shopkeeper calls out to yo [...]
5 Skills Contact Center Employees Need Beyond Empathy
Call-center employees have rightfully been heralded as the superheroes of custom [...]
Why Good Leaders Fail
Leadership failure is a significant financial and reputational risk for organiza [...]
The Science Behind Why You Need a Hobby
Our bodies weren’t designed to be in a constant state of stress. To put it simpl [...]
The Power of Having One Persistent Customer Conversation
Today’s path to purchase is designed by the customer. As more touchpoints become [...]
How To Work Smarter And Reclaim Personal Time
By Renee Goyeneche— Due to recent world events, we’ve seen some significant shif [...]