07 Aug Human and Machine are Best Together: AI enhances CX
There is the doom and gloom approach that AI will take over jobs and dehumanize the experience. When used strategically, AI enhances CX, and shows human and machine are best together. ...
Customer Experience Tag
17 Jul 5 Steps for B2C Relationships That Last Even When Problems Arise
Just like in personal relationships, silence when things go wrong kills B2C relationships. Here are five steps to keep customers even when problems arise....
10 Jul Channel the Brand Voice Right: Contact Center Outsourcing Challenge
There are many challenges to outsourcing to a contact center. One of those challenges is channeling the company vibe so the customer service experience fits the brand. There are key tools that help make brand voice come through in your customer service experience....
19 Jun Contact Center Speak: QA Metrics and Terms Slideshow
Contact Center speak may sound like a jumble of letters, but these QA metrics and terms represent important data. That data empowers you to create great customer experience and save on contact center costs. ...
12 Jun How Creative Brands Make Customers Feel Good
If you make customers feel good they are likely to stay and more likely to share, like, subscribe, re-post and buy more....
05 Jun B2C Personalization Power in Customer Engagement
If your communication doesn’t include B2C personalization you’re missing something - your customer...
29 May The Power of Streamlining Customer Experience
I love how technology has streamlined consumer life. Amazon prime provides shopping from home and delivers purchases within hours. GrubHub delivers food to the doorstep of over 19 million users. What an upgrade from epic store lines, waiting weeks for a package, cooking and getting...
15 May Analog and Digital Customer Experience in Harmony
There are benefits to both digital and analog experience in music. The same is true for customer service. Analog and digital customer experience isn’t a binary choice. ...
08 May Disrupt Live Chat – 3 Considerations on How to End Interactions
Beth contacted her wireless provider via chat to ask about data upgrade options for her phone plan . The customer service rep, Dale, answered her question with ease. Beth thanked him, they talked about how cool the most recent “Game of Thrones” episode was and...
24 Apr Marvelous Customer Experience with Higher, Further, Faster Service
Captain Marvel is not only a powerful super heroine, her catchphrase has business applications - higher, further, faster. Take some tips from this superhero’s motto and raise your customer service game....
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