The modern Customer Experience (CX) narrative has upended traditional methods and assumptions about reaching, engaging, and retaining customers. Come rain...

Customer Experience (CX) is already shaping up. It is no more a tick mark activity but something that’s of high...

In the modern-day customer-focused digital economy, organizations of every size, in every industry, and every country pay more attention to...

For many organizations, the contact center is a critical point of communication with customers, especially when there is an inquiry...

Until a few years ago, most customers who called into a contact center were simply looking for solutions. Today’s customers...

"Agile (adj): noting or relating to a philosophy of product development and production intended to create and distribute batches of...

Can you provide valuable information to customers if the customers themselves don’t know that they need this information? With CXI...

A 2019 survey found that companies with strong omnichannel engagement strategies enjoyed 90% higher customer retention rates and 250% higher...

For years, the term “virtual agent” was relegated to second-class status in the call center milieu. Since call center managers...

The sales team is the breadwinner for a company. Big or small, new or old, every business needs to work...

Companies with omnichannel engagement experience 89% more customer retention. The percentage is huge enough to explain the importance of omnichannel...

Omnichannel customer experience is all that the businesses and brands are talking about. Where 9 out of 10 customers expect...

E-commerce in Africa has seen a 500% growth during the lockdown and that’s being maintained even after present relaxation. The...

To deliver the best customer service, it is necessary to understand it first. Customer service means to proactively engage with...

Ticketing system/Case Management is used to keep track of customer queries or issues as a ticket/case. It improves the agent’s...

“You did not reply to my Facebook message regarding product query. You people don’t even have the WhatsApp support system....

The spread of COVID-19 has traumatized life and businesses. Unrest and safety issues have created instability. Talking about the contact...