How to navigate the customer journey

A conversation with customer experience expert Annette Franz
Flow State

How to please customers at scale

Lessons from a Missouri magician, customer service guru Shep Hyken

A holistic cure for what ails customer support

Workflow integration, automation, and knowledge-sharing can create a seamless experience for both customers and support teams

Digitizing the patient experience

From voice assistants to digital workflows, emerging tech is transforming hospital care

How AI might be a customer service agent’s BFF

Machine learning tools behind the scenes can give human agents superhuman abilities

How to create awesome customer journeys

A conversation with customer experience expert Bruce Temkin

Thanks to NLP, chatbots get chatty

Better natural language processing allows chatbots to converse in a more “human” manner. That's good for business

Going mobile

Brands need to create a seamless customer experience across channels
Workflow website improvements
Flow State

Beginning and end

New features for our readers, farewell to an esteemed colleague

Reinventing customer service

With demanding customers increasingly at the center of business models, companies are creating new digital and mobile experiences to keep them happy