Customer Experience News & Trends

What customers want from live chat – and 5 ways to deliver

Customers insisted live chat would make their online experience better. So you delivered — and now they have higher expectations. Here’s what they want and how you can make them happy.

When live chat is most effective in the customer lifecycle

Live chat conversations can be used in nearly every step of the customer lifecycle – but some contacts are more effective than others.

3 reasons you should offer more non-cash incentives

Cash is king when it comes to compensation. But non-cash incentives are certainly the queen.

How your rewards and recognition program can boost profits

Think a rewards and recognition program is a money drain? New research proves that’s wrong.