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Resources for keeping up to date on all things AI and CX.

AI in Customer Experience, Blogs

Customer Support Meets AI

The emergence of artificial intelligence, whether through tools such as ChatGTP, the typing assistant Grammarly, or digital voice assistants, elicits varied and strong emotions.

Blogs, Healthcare Industry

Healthcare Industry Trends and Challenges

Healthcare delivery is tilting toward more technology – apps, wearables, AI, remote monitoring equipment, etc. – and reshaping the paradigm for practitioners and patients alike.

Blogs, Customer Experience (CX)

Customer Support Outsourcing

Why would any business outsource the care of its most valuable asset – its customers?

Blogs, Outsourcing

A Guide to Outsourcing

While outsourcing may seem like a recent phenomenon, its roots trace to the 1800s and how the Industrial Revolution changed operations by looking at labor and materials as goods not restricted by geographic location.

Blogs, Training

WOW Training for Customer Service Agents

How many companies include Maslow’s Hierarchy of Needs in their training programs, and why is doing that valuable?

Blogs, Knowledge Management

The ABCs of DIY

Broken down to its fundamentals, customer service is about speed and accuracy. Consumers expect first-contact issue resolution in a reasonable timeframe.

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