The New Era of Conversational Commerce Is Here
An approach with tremendous potential to drastically change the perception of virtual agents.read article
BPO Outsourcing Trends in 2023: What Should We Expect?
Onshore cost surges, staffing challenges, nearshore and offshore growth, and a return to the contact center.read article
Leading with Technology: Helping Businesses Start, Operate, and Grow with Confidence
Brand Spotlight: Dutchieread article
Elevating the Contact Center Agent Experience (AX) in the Hybrid Work Era
The current state of AX leaves much to be desired, driving up agent churn to 30%-50%, one of the highest among all job typesread article
Delivering Empathy at Scale: Humanizing the Digital Experience
Why companies should focus on delivering empathy in every customer service interactionread article
5 CX Trends to Watch Out for in 2023
Amidst ever-shifting market forces, will 2023 be the year of reckoning for CX?read article
How Groupon Is Understanding, Capturing, and Fulfilling Customer Intent
KIA Online Community Member Spotlight: Francisco Toledoread article
The Critical Link Between EX and CX
Find out how focusing on the employee experience can help you drive improvements in your customer experienceread article