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Customer Centricity This topic hub covers all aspects of customer experience (CX), including NPS scores, conversational commerce, and how companies can provide better customer care with empathy, engagement, automated customer service, personalization, and more.Blog

Topics

Customer Centricity This topic hub covers all aspects of customer experience (CX), including NPS scores, conversational commerce, and how companies can provide better customer care with empathy, engagement, automated customer service, personalization, and more.Blog

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The contact center is no longer a cost center. It’s a growth engine.

Andrew Kollmorgen • 5 minutes

illustration of ai in customer service, holding up hearts

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Beyond chatbots: How AI in customer service transforms support operations

Maia Capello • 9 minutes

illustration of ROI growth when using conversational AI for customer service, via a chatbot watering a money plant

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Maximize contact center ROI with conversational AI for customer service

Maia Capello • 5 minutes

illustration of unified commerce with shoppers going through a variety of paths but ultimately ending on a single platform

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Why retailers should move toward unified commerce

Mark Scanlan • 6 minutes

illustration of proactive monitoring tools working as part of a scalable monitoring strategy

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How proactive monitoring prevents enterprise crises before they happen

Maia Capello • 3 minutes

image illustrating a good digital employee experience with bots for the retail sector

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Win the war for talent: Why digital employee experience drives retail success

Mark Scanlan • 5 minutes

bot holding 5 bubbles representing key steps in generative AI for customer service

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Generative AI for customer service: 5 essential takeaways for your contact center

Richard Steeves • 4 minutes

illustration of chaotic shopping, emphasizing need for retail digital transformation

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Retail digital transformation in 2025

Mark Scanlan • 6 minutes

illustration of chatbot use cases where bots automate repetitive sales tasks in a messaging transaction

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Top 5 chatbot use cases for sales teams: converting leads with AI

Cailyn Michaan • 5 minutes

smiling bot using an NPS survey template via messaging

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Net Promoter Score (NPS) survey template: What it is and why it matters

Erica Richert • 5 minutes

bridal dress representing a bridal retailer's ecommerce transformation, one of the highlighted best chatbot examples

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6 powerful chatbot examples: Transforming ecommerce and customer care in the digital age

Cailyn Michaan • 6 minutes

Airline digital transformation enables upgrade conversations to happen over messaging apps

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Take flight with AI: An airline digital transformation journey

Alex Ross • 6 minutes

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What is Conversational Commerce: How brands are using it to meet consumer demand

Alex Ross • 5 minutes

superhero illustrating how new LivePerson agent and customer experience solutions make you feel

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How to assist human agents and transform customer experience solutions with AI

Ittai Geiger • 6 minutes

gauge illustration, representing how to improve agent productivity

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7 tips to improve agent productivity

Alex Ross • 7 minutes

gears, illustrating automated customer service software in action

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10 automated customer service tasks to try

Alex Ross • 4 minutes

customer interaction management software illustration, about how to organize and converse with customers

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Customer interaction management: Navigating the complexity of omnichannel intent

Alex Ross • 5 minutes

image representing how conversation orchestration helps provide a seamless customer service experience

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Conversation Orchestration: Conducting a seamless customer service symphony through conversations

Ali Malik • 9 minutes

multiple channels to deploy engagement strategies and capture your audience's attention

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Effective customer engagement strategies for CX teams

Alex Ross • 5 minutes

Customer receiving text instead of waiting on hold, helping improve contact center as a service solutions for call centers

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How to build a best-of-breed Contact Center as a Service (CCaaS) solution

Maia Capello • 5 minutes

example of conversation shifting, a call reduction strategy that makes it easy to switch from phone call to messaging and lower call center volume

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Transforming call reduction with the power of conversation shifting

Maia Capello • 5 minutes

Example of OUA's generative AI agent function of guiding students' initial inquiries

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How OUA transformed student recruitment with a generative AI agent

Alex Ross • 4 minutes

interconnected icons for voice and messaging, representing an omnichannel experience

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Voice to Digital: Building a best-of-breed omnichannel experience

Maia Capello • 6 minutes

coins stacking up, symbolizing the cost savings that can come from customer service automation

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How customer service automation strategies can help businesses effectively scale

Alex Ross • 4 minutes

Example message with a TalkTalk customer, representing their digital disruption story in the telecom sector

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Digital disruption: Inside TalkTalk’s digital transformation

Alex Ross • 3 minutes

hand and brain illustration, representing AI's role in a positive contact center experience

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How to improve agent productivity and future-proof your contact center experience with AI

Alex Ross • 4 minutes

paper hearts, symbolizing better customer conversations for better relationships

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A Valentine’s Day guide to better conversations with customers

Ruth Zive • 5 minutes

podcast cover for Season 2 kickoff focusing on a gap of trust in AI development and how to bridge it

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Trust in AI: Why are consumers still skeptical?

Paige Peterson • 5 minutes

Example of Capitec conversational banking interaction, illustrating the future of banking business models and how it can potentially increase customer loyalty

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The future of banking: Conversational AI transforming customer experience in South Africa

Alex Ross • 4 minutes

compass, illustrating this blog's guiding points for the digital transformation journey

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Navigating the digital transformation journey

Maia Capello • 6 minutes

illustration of how a cx strategy can build bridges for your customer journey map, from initial interest to the customer support team

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Your 2024 CX strategy: Bridge the AI gap

Alex Ross • 3 minutes

visual of the conversational flywheel, a tool for building customer relationships powered by AI

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Conversations: A key to building customer relationships

Erica Richert • 3 minutes

Podcast cover for a deep dive episode on Virgin’s AI transformation

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AI transformation at Virgin Media: Meeting customer needs with AI tools

Paige Peterson • 4 minutes

screenshot from the webinar on The RealReal's conversational AI strategy, from building a virtual assistant to using data to make more decisions

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How a conversational AI strategy transformed The RealReal’s customer experience

Kelsey Cottingham • 4 minutes

Bot dressed as Santa Clause, illustrating the importance of AI in online shopping this holiday season

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Consumers say ’tis the season to embrace AI in online shopping

Mike Tague • 4 minutes

stack of diapers, blankets, and teddy bear, signifying the need for a customer support chatbot because people would rather have diaper duty than wait on customer service reps

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4 in 10 choose diaper duty vs waiting on hold: Customer support chatbot strategy to the rescue

Mike Tague • 3 minutes

illustration of real-time agent assist tools in the contact center, featuring an agent desktop where AI will prompt agents with real-time guidance on answering customer conversations like returning items

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How to discover the ROI of real-time agent assist AI tools

Kristen Howell • 9 minutes

image representing generative ai tools, created by using artificial intelligence (AI)

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How generative AI tools impact the consumer experience and benefit CX leaders

Ali Malik • 9 minutes

digital customer engagement report cover image

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Digital Customer Engagement Report: Creating a more personalized customer experience through automation

LivePerson Team • 3 minutes

illustration of just what is conversational marketing, including its use in the sales process

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What is conversational marketing?

Kelsey Cottingham • 6 minutes

consumer engagement chatbot waving hello

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3 misconceptions about consumer engagement debunked

LivePerson Team • 4 minutes

Chris Huggins shares their digital customer engagement strategy

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Meeting customers where they are: How Conversational AI became Virgin Media’s digital customer engagement strategy

Chris Huggins • 6 minutes

phone and hourglass illustrating how to reduce customer service calls

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The future is too important to put on hold: How to reduce customer service calls

LivePerson Team • 3 minutes

Example of in-app messaging on a banking app

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Customer communication preferences make PNC Bank’s asynchronous messaging strategy even more successful

LivePerson Team • 3 minutes

illustration of how replacing customer service calls with messaging can result in more positive customer feedback

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How to reduce call center volume and boost customer satisfaction

Anthony Witrado • 3 minutes

Conversational design example combining visual design with human conversation

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How proper conversational design helps chatbots create authentic customer experiences

Miriam Libonati-Bitton • 5 minutes

AI + human hands, illustrating how natural language processing mimics human conversation for the best conversational experience

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What’s new in LivePerson’s Conversational Cloud®: Improving your conversational experience

Dorina Jordanov • 9 minutes

omni-channel customer engagement strategies illustrated across industries, social media, and other digital channels

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Customer engagement strategies that win: The transformative, cost-effective power of Conversational AI

LivePerson Team • 3 minutes

illustration of Conversational AI platforms handling a shopping experience

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Conversational AI platforms and solutions will power this year’s holiday shopping

LivePerson Team • 3 minutes

Afiniti + LivePerson logos, signifying their partnership for a more customized experience

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LivePerson and Afiniti: Integrating artificial intelligence technologies to create better conversations and a more customized experience

LivePerson Team • 5 minutes

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