According to Gartner, 89% of companies compete based predominantly on customer experience, yet many companies are simply getting it wrong by overcomplicating the customer journey. Here are pointers to help you become more efficient and build loyal customers through a simplified customer engagement approach.

Acclaimed business author & the Chief Digital Evangelist of Salesforce Vala Afshar shares his credible views on the evolving trend of customer service sector in the Fourth Industrial Revolution.

In an omnichannel world, where consumers have infinite options available to them, customer experience (CX) is the leading way for retailers to achieve success.

Here are the four imperatives that customer service and support leaders must address for delivering digital customer service in 2019.

Business-to-business customers are people too. An obvious truism? Perhaps, but you wouldn’t know it from the digital customer experience in B2B markets.

We’re at a tipping point for many transformation triggers, including globalization, digital growth, regulatory compliance and a changing economy. Each of these things has the power to dramatically impact customers and change how they interact with brands.

Jeremy Watkins of FCR highlights five such areas where he see significant gains for your contact center by upgrading in 2019 if you haven’t already. Know about them and get your business ahead of your competitors in CX industry right at the onset of the new year.

In this article, Giselle Abramovich of CMO.com will take a look at where retail stands today in its use of AI, with examples of companies that are reaping the benefits.

Brands are battling to provide superior experiences across channels to win over customers, but are too many focusing on the wrong metrics? Find out in this guest post if your business is ranking CX incorrectly.

Here we take a look at Solvvy and AnswerDash, comparing the two frontrunner’s head-to-head so you can find the best choice for your business today.

This audio interview, taken by CX guru Dennis Snow, is of renowned Customer Service & Experience expert Shep Hyken

Prospects and customers need to be addressed through multiple touchpoints, using the appropriate content and delivered through the right channels at the right time. So let’s take a look at some of the approaches — both current practices and those on the horizon — within the marketer’s arsenal.

When you put content on your website, the whole point - or at least the hope - is that people are actually reading it and finding it relevant, useful, and interesting. Unfortunately, this is traditionally much easier said than done, since audience perception is difficult to gauge and, by extension, difficult to act upon. In this post, AnwerDash’s Customer Success Manager - Tyson Bundy - will tell us exactly how to craft content which is loved and read by your audience.