Read the latest IFS blog posts from the Customer Engagement experts at IFS here. Learn more about IFS’s expertise in Customer Engagement for faster, smarter, customer service.

| | Estimated reading time: 4 minutes | Customer Engagement, Events
5 reasons to attend IFS World Conference 2019
Five Reasons to Attend IFS World Conference

IFS World Conference 2019 will take place October 7 – 10, 2019 in Boston, MA, and it continues where we…

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| | Estimated reading time: 3 minutes | Customer Engagement, Service
Ensuring the ROI of Adding Artificial Intelligence
Adding Artificial Intelligence

Adding artificial intelligence to the contact center is an important decision that involves a significant investment of time money, and…

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| | Estimated reading time: 3 minutes | Customer Engagement, Service
Most Customers Hate AI & Chatbots For This Reason…
AI

There’s no doubt that artificial intelligence is going to be more and more common in customer service and support interactions….

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| | Estimated reading time: 3 minutes | Business Agility, Customer Engagement, Service, Transform Your Business
The Self-Service Imperative
Sarah 7004_blog

With service organizations laser-focused on advancing their Customer Experience (CX) initiatives, self-service is a critical topic. You can’t provide a…

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| | Estimated reading time: 3 minutes | Customer Engagement, Service
Avoiding AI Adoption Mistakes
AI adoption mistakes

Many analysts are making predictions on the adoption of artificial intelligence, messaging apps and the convergence of the two in…

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| | Estimated reading time: 3 minutes | Customer Engagement, Service
How to Balance People and Bots in Your Retail Service Experience
Retail Service Experience

One of the greatest stumbling blocks for organizations is the transition from an AI-based interaction to live agent assistance. When…

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| | Estimated reading time: 5 minutes | Customer Engagement, Service
IFS FSM 6: Delivering a superior experience….to everyone!

With the imminent arrival of the latest version of our industry leading field service management solution, IFS FSM 6, I…

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| | Estimated reading time: 3 minutes | Customer Engagement, Service
How Disconnected Systems Are Destroying the Customer Experience
Customer Experience

When asked, most executives would indicate that one of their strategic priorities is to deliver an excellent customer experience (CX)….

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| | Estimated reading time: 2 minutes | Customer Engagement, Service
Why Agent Engagement Hinges on Tool Effectiveness
agent engagement

If organizations want to deliver a great customer experience, it’s important to create a great agent experience. Research consistently indicates…

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| | Estimated reading time: 3 minutes | Customer Engagement, Service
The Foundational Pillars of Omni-Channel Success
omni-channel

Many organizations want to provide an omni-channel experience, but few are doing it consistently well.  If you’re a contact center…

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| | Estimated reading time: 3 minutes | Customer Engagement, Service
Where Does AI Belong in the Retail Customer Experience?
retail customer experience

One of the best first steps for successfully implementing artificial intelligence into your customer experience strategy is an evaluation of…

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| | Estimated reading time: 3 minutes | Customer Engagement, Service
Will AI Eliminate Humans in the Retail Contact Center?
Will AI eliminate humans

When it comes to artificial intelligence, one of the most common questions in the mind of retail customer experience leaders…

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