According to Zendesk’s CX Accelerator report, ‘exceptional’ is what businesses must strive for when it comes to meeting customer expectations. Yet organizations know they aren’t quite meeting these rising expectations, with Champions – those considered the highest standard-bearers – saying that unresolved queries are up 157% year over year. Continue reading Rising customer expectations makes “exceptional” the new service baseline
Daily Archives: September 7, 2022
HelpSystems Acquires Outflank
HelpSystems announced the acquisition of Outflank, a well-regarded IT security leader with deep expertise in adversary simulation; specialist cyber security trainings; and a unique cloud-based software offering for red teams, Outflank Security Tooling (OST). Continue reading HelpSystems Acquires Outflank
Allegiance, a Cigna Company, selects eGain for knowledge-powered digital engagement
eGain, the leading knowledge automation platform provider for customer engagement, announced that Allegiance Benefit Plan Management, a subsidiary of Cigna Corporation, has selected eGain to provide digital-first omnichannel customer service to business clients, associations, and government agencies. Continue reading Allegiance, a Cigna Company, selects eGain for knowledge-powered digital engagement
Miami International Airport Chatbot Uses Qualtrics to Reduce Traveler Inquiries By 50%
Qualtrics, the leader and creator of the experience management (XM) category, announced that Miami International Airport (MIA) chose Qualtrics Social Connect to develop an award-winning chatbot called “Mia” to assist with customer service inquiries and monitor social channels in order to anticipate travellers’ questions and needs before they even arrive at the airport. Continue reading Miami International Airport Chatbot Uses Qualtrics to Reduce Traveler Inquiries By 50%