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Omnichannel vs. Multichannel: Where Should Your Service Be?
We break down the difference between these two approaches. Why having many messengers is not yet omnichannel — and how to unite all requests into one convenient system.
Omnichannel vs. Multichannel: Where Should Your Service Be?
We break down the difference between these two approaches. Why having many messengers is not yet omnichannel — and how to unite all requests into one convenient system.
Tone of Voice in Support: How Your Brand Voice Affects Trust
What is communication tone and why it must be consistent across all channels. Using examples, we show the difference between formal, friendly, and empathetic Tone of Voice.
Why Customers Leave:
5 Communication Mistakes That Destroy Trust
We analyze the most common “sins” of customer support: from ignoring messages to template replies. We give advice on how to fix the situation and restore loyalty.
Упередженість штучного інтелекту: як алгоритми переймають людські стереотипи
Bias in Artificial Intelligence: How Algorithms Inherit Human Stereotypes
We explore the problem of discrimination in artificial intelligence. How it happens that algorithms deny help to certain groups of people, and how developers can prevent this.
Право на живе спілкування: чому кнопка виклику оператора має бути завжди
The Right to Live Communication: Why the Operator Call Button Must Always Be Available
We discuss the ethical obligation of organizations to always provide the option for live communication. Why locking a client or beneficiary alone with a bot in a crisis situation is

Найсвіжіші статті та новини

Omnichannel vs. Multichannel: Where Should Your Service Be?
We break down the difference between these two approaches. Why having many messengers is not yet omnichannel — and how to unite all requests into one convenient system.
Omnichannel vs. Multichannel: Where Should Your Service Be?
We break down the difference between these two approaches. Why having many messengers is not yet omnichannel — and how to unite all requests into one convenient system.
Tone of Voice in Support: How Your Brand Voice Affects Trust
What is communication tone and why it must be consistent across all channels. Using examples, we show the difference between formal, friendly, and empathetic Tone of Voice.

“We believe that true digital transformation begins not with buying software, but with changing your mindset. Technology is just a tool. You are the master.”

Team of the CX Horizon State Organization

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