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How to make virtual agents a self-service gateway for customer relationships

Experts share advice on using virtual assistant technology for successful service.

The art of measuring a customer's lifetime value

Knowing how to keep customers loyal means understanding their evolving journeys.

User experience: Five reasons to champion usability testing

We know the importance of good usability - so why are we so bad at user testing?

Editor's note

Some reports estimate that by the end of the decade, self-service could account for as much as 40% of customer service engagements...

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