Social, Mobile & Web

The root of the problem is simple: few of today's contact centers possess omnichannel capabilities. Without an ability to enhance experiences throughout the journey, let alone connect touch points to...

Hoping to avoid these unsuccessful phone interactions, customers become more comfortable using digital channels throughout the customer experience. But how do brands go about navigating consumer chang...

The pandemic has changed the way customers are interacting with brands; instead of using typical channels, they’re now appropriating social platforms to reach their favorite companies.

Today’s mobile users expect support to be delivered directly in an app and for the interaction to respect their time. Most brands, however, fail to meet these expectations. When this happen...

Respect/convenience - Digital messaging is a staple in your customers lives, they expect you to be part of it. Nowadays we interact with everyone digitally – we text our friends, instant messag...

"This is pretty widespread and pretty egregious. And I don't think Uber has any plans to fix it."

  We are five months into the COVID-19 pandemic and even though some things have gone back to normal, the world will never return to what it used to be. Companies are reevaluating processes an...

In many brick-and-mortar retailers’ cases, facial recognition technology has largely been used to reduce shoplifting, especially tracking repeat offenders. However, advances in AI and machine learning...

Anand Subramaniam, SVP Global Marketing, eGain Corporation shares his expertise on the new era of digital engagement.

"Communication is one of the most important things to get right – always, crisis or not."

5 solutions and strategies to implement more intelligent chatbot technologies, and the most common mistakes.

The state of voice technology has an undoubtedly dominant demand in the vast market of retail and e-commerce.