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March 20, 2025

Boost CSAT Fast: Proven Strategies for Success

March 14, 2025

Split shipments: How to handle them with AI

March 4, 2025

Choosing the Right AI for Your Helpdesk: Why a Built-In Solution Might Not Be Enough

February 25, 2025

Average Handle Time - AHT Explained

February 19, 2025

The impact of tariffs on Customer Experience

February 14, 2025

How do you show customers you love them this Valentine’s Day?

February 11, 2025

From Black Friday Challenges to AI Innovations: Key Takeaways from Retail Rewind

February 6, 2025

Deep integrations - Our approach to integrations

January 27, 2025

Understanding Automation Rate: AI Agents and Customer Service Automation and What They Mean for Your Brand

January 13, 2025

Ticket Deflection vs. Resolution Explained

November 15, 2024

Why chatbots are bad, and how to make them better

November 12, 2024

How Air Up transformed customer service with Generative AI

October 18, 2024

What is Agentic AI? The new keyword to watch out for in AI

October 17, 2024

How to handle pre-purchase questions through chatbots - 5 ways to do it

October 11, 2024

What makes a good generative AI tool for customer service?

September 20, 2024

How Workforce Management and AI can boost your capacity for peak

August 10, 2024

Why ME + EM chose DigitalGenius

August 2, 2024

First Contact Resolution - is it the right metric?

August 1, 2024

Unleashing the Power of AI in Ecommerce: Insights from Our Latest Webinar

July 22, 2024

The different types of WISMO queries - using analytics to find problems in your workflow

July 18, 2024

How to use AI for Ticket Routing

July 15, 2024

How to Identify Damaged Product and Deal with Queries, Automatically

July 9, 2024

How to Deploy a Knowledge Base Chatbot

July 1, 2024

Should you tell your customers you have an AI chatbot?

June 10, 2024

“Everyone should be as concerned with their mental health as they are with their physical health" - Stephen Jones

June 6, 2024

Can AI help mental health in customer service?
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May 29, 2024

DG Summit: “There's this energy in the air, like we're all in this together and can tackle whatever comes our way”
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May 22, 2024

Why Charles Tyrwhitt Chose DigitalGenius

May 21, 2024

How to get started with Ticket Deflection

May 13, 2024

The Mental Health of Customer Service Agents - the insights from our report

April 25, 2024

Reactive Customer Service: Becoming more Proactive

April 15, 2024

Going beyond AI Agents in customer service

April 2, 2024

Customer Experience vs Customer Success

March 25, 2024

Next-Generation Conversational AI: Redefining Customer Engagement

March 12, 2024

Complaints Management: The Key to Superior Customer Service

March 1, 2024

Harnessing CXaaS: A New Era in Retail Customer Experience

February 12, 2024

Enabling Ticket Deflection via Self-Service
Marcela image

January 31, 2024

"I find a way to do what others can't" - Marcela Vladîca
Marcela image

January 18, 2024

The questions customers asked most often this peak period, broken down by retail category

January 10, 2024

What happened over peak?

January 2, 2024

Maximising Efficiency: Key Ticket Deflection Strategies

December 27, 2023

How do you measure Customer Experience in Retail

December 22, 2023

Ticket Deflection = Ticket Prevention + Ticket Resolution

December 20, 2023

AI in the Contact Centre: Transforming Customer Service

December 15, 2023

Driving Success with Multi Language Customer Service

November 29, 2023

Automate Customer Service Through Email

November 23, 2023

How to minimise the pain of ecommerce returns

November 23, 2023

Using AI to improve Employee Retention in Customer Service

November 20, 2023

The Future of Customer Service, Part 4: The customer service agent of the future

November 13, 2023

The Future of Customer Service, Part 3: True Customer Service as a Service

November 7, 2023

Revolutionising Customer Service with Live Chat Solutions

November 6, 2023

The Future of Customer Service Part Two: Predictive Customer Service

October 30, 2023

The Future of Customer Service: Part One - The role of Customer Service
Hourglass

October 26, 2023

How to Improve First Response Time
Hourglass

October 21, 2023

Distinguishing Conversational AI from Generative AI

October 18, 2023

Improving Your Ecommerce Returns Automation Process Using AI
Shopping trolleys

October 12, 2023

Streamlining Service: A Guide to Contact to Order Ratio
Shopping trolleys

October 10, 2023

Retailers and AI automation: the challenges of adoption

October 4, 2023

How to increase CSAT scores – a tactical guide

October 4, 2023

First Contact Resolution: Key to Customer Service Success

September 29, 2023

Does Customer Service Drive Higher Customer Retention?

September 22, 2023

CSAT vs. NPS: Your Guide to Customer Satisfaction Metrics

September 19, 2023

Harnessing the Power of Conversational AI

September 8, 2023

A Guide to Customer Service ROI

September 1, 2023

What is a Chatbot? The new generation of AI powered Chatbots

August 14, 2023

Using AI to Scale Customer Service and Reduce Costs

August 11, 2023

Why an AI Customer Service Agent is Your Best Friend

August 9, 2023

How to accurately categorise your customer tickets using Wrap Codes

August 4, 2023

Why you should automate customer support: a human-centric approach

August 3, 2023

How AI Automation unlocks value from your other systems

July 21, 2023

How Much Does It Cost to Support a Customer? Turning Service from a Cost Centre into a Value Centre - DigitalGenius
Two happy customers

July 20, 2023

How to use AI to Increase Customer Satisfaction in Retail
Two happy customers
Man looking at his phone

July 13, 2023

Using Generative AI to transform your Customer Experience
Man looking at his phone
AI conceptual image

July 10, 2023

What generative AI can do to create more personalised customer experiences
AI conceptual image
Chat GPT

July 4, 2023

Chatbots for Ecommerce: Enhancing Retail Brands with AI-powered Automation
Chat GPT
Woman shopping online

June 28, 2023

How to use Generative AI and Conversational Commerce to drive conversions
Woman shopping online

June 22, 2023

Bringing ChatGPT and Generative AI into your organisation – the risks and the rewards

June 16, 2023

Conversational Commerce: Enhancing Customer Service through AI
Happy Customer Service Agent

June 9, 2023

How to use AI to help your Customer Service team, not replace them
Happy Customer Service Agent
Customer Service Agent

May 30, 2023

7 reasons not to automate customer service… AND WHY THEY'RE WRONG
Customer Service Agent
Image of Danielle Anderson

May 23, 2023

Becoming a Customer Experience Conductor - with Danielle Anderson
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Customer service agents

May 16, 2023

How you can provide an excellent customer service experience during peak – without hiring more agents
Customer service agents
Analytics on a laptop screen

May 5, 2023

The metrics Customer Service Leaders should be looking at – our conversation with Ines Castro at On
Analytics on a laptop screen
AI and human hand

April 26, 2023

How to use large language models like ChatGPT for Customer Service
AI and human hand
Girl looking at her phone

April 24, 2023

What channels are customer service leaders using?
Girl looking at her phone
Woman tapping her card at the till

April 17, 2023

What is a normal WISMO rate?
Woman tapping her card at the till

March 22, 2023

How to break the connection between business growth and headcount growth

March 16, 2023

Why Ticket Deflection is a Bad Metric for Chatbots

March 9, 2023

“Customer Experience Can Make or Break Your Business” | Gustavo Imhof

February 27, 2023

Can empathy be automated? We asked an expert | Natalie Petouhoff

February 22, 2023

What was bothering customers this peak period?

February 2, 2023

"Customer Service is not a Department, it’s an Attitude" | Thibaut Martin

January 26, 2023

DPD and the perils of doing chatbots badly

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