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The adoption of omnichannel customer engagement platforms has become critical in achieving customer experience (CX) excellence.  According to research by McKinsey, “most Gen Z consumers don’t even + Read More about omnichannel customer engagement – lots to love but how to choose?

The origins of customer experience (CX) can be traced back as far as 1990, and arguably even further. Since then, its role in customer + Read More about what is customer experience excellence and how can you start your journey towards it?

Nearly everyone has come into contact with their government, whether to renew a driver’s license or apply for a police check. Unfortunately, these interactions have become synonymous with poor, + Read More about how to improve government-to-citizen engagement in 2022

Long gone are the days when customer service teams could offer just one communication channel to their customers. Today’s consumer wants choice. They want to decide whether to drop you an email, talk + Read More about omnichannel vs multichannel customer support – how they differ and why it matters

In a truly customer-centric organization, the only real way to deliver cohesive digital support is with an omnichannel approach. True omnichannel platforms give agents visibility + Read More about 5 easy (and effective) routing rules for omnichannel

There aren’t many concepts that in the space of ten years have transformed from an unknown theory to an essential strategy that almost no brand can succeed without. We are of course, referring + Read More about what is omnichannel customer engagement?