Library

There's a lot going on in customer care.
We'll help you stay on top of it all.

Whitepaper

Digital Transformation: A Guide to Transforming CX with Conversational AI

Our complete guide to digital transformation lays out everything you need to know about how to keep your business communicating effectively with customers in this digital age, including common pitfalls, how to get started, and channel optimization.

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Customer Experience Preferences in Retail

Whitepaper

Customer Experience Preferences: Retail

Today's consumers are busier and more connected than ever before. And, businesses have the opportunity to make their lives easier by implementing technology and self-service options for customers who want to get things done efficiently and on their own time. But what do consumers actually want when it comes to technology, especially in regards to retail? We conducted a survey to find out. See the results here.

Chatbot or IVA? Delighting your Customers with Conversational AI

Webinar

Chatbot or IVA? Delighting your Customers with Conversational AI

Digital transformation is a top priority for contact centers. An Aberdeen research study on customer experience reveals that companies plan to more than double their adoption of digital tools that enable customers to address their issues through non-human employees.

ROI of IVAs in Customer Experience Programs

Whitepaper

The ROI of Intelligent Virtual Assistants in Customer Experience Programs

You've probably heard about how IVAs can transform your customer experience, but what about your finances? Learn from the results of an Aberdeen survey to discover how using an IVA can not only create an exceptional experiences with your customers, but also drive revenue and decrease operational costs.

How to create a customer journey map

eBook

Customer Journey Map Personas

Understanding your customer- from their preferences and interests to their motivators and influences- can help you create business decisions that will drive results. If you're ready to complete a customer journey map, check out our sample personas that you can use to complete your map or as inspiration to create your own.

Steps to Building a Customer Journey Map

eBook

Customer Journey Map Template

Customer Journey Mapping can be used to provide actionable insights on how to improve customer experience. This printable template with help guide you through the steps to complete a customer journey map. Ready to get started?

Customer Journey Mapping

eBook

Customer Journey Mapping

Brands are investing heavily in customer experience, but what's the best place to start? Read our guide to customer journey mapping to get a detailed look at how this method can help you determine where your customer experience is not performing, and how to go about making improvements.

Why Your Customers Hate Chatbots

eBook

Why your customers hate chatbots

Chatbots were anticipated to be the next big thing in customer care, but they missed the mark. In fact, chatbots usually end up causing more problems for customers than they fix, leaving customers even more frustrated than they started.

Tractica

Webinar

The Key to Customer Service Automation for CSPs - A Tractica Webinar

Consumers want more control, and more convenience when contacting customer service. A self-service is ideal but only if it actually works. Watch this Webinar with leading market intelligence firm Tractica to learn how AI-driven virtual digital assistants (VDAs) are beginning to address these challenges for CSPs (Communication Service Providers).

Tractica

Whitepaper

Why Conversational AI Is Key to Customer Service in the Customer Experience Era

In a recent whitepaper with Tractica, we discuss the importance of conversational AI in the customer experience era.

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