There are three main groups of metrics that should be used to monitor live chat. These are real-time, historical and customer metrics.

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What is the main role of a Chief e(X)perience Officer (CXO)? To make the customer experience a strategic pillar of the company. This white paper looks at the role and asks: does your business need a Chief Experience Officer?

As brands focus on improving the customer experience, incorporating automation into customer interactions is becoming more important. In this white paper, readers will learn about chatbots and intelligent virtual assistants (IVAs) and what should you consider when selecting a solution.

Right now, companies are facing the challenge of a digital transformation and overhauling their organisations with a customer-focused goal in mind – to create a personalised customer experience. What’s your recipe for a successful digital transformation?

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