Research Highlights Need for Change in Contact Center Space Key Points: – The US 2023 Customer Experience Index released by Forrester reveals a decline in customer experience across industries. –…
The Role of AI in Recent Customer Service Layoffs Key Points: – Many companies are turning to AI technology to handle customer service tasks. – As AI technology advances, it…
Data: How to use CX data to inform strategic planning Key Points: Customer experience (CX) data is a valuable resource for informing strategic planning. Analyzing CX data helps identify patterns,…
Technology Why have we stopped chatting with chatbots? Key Points: – Chatbots were once seen as the future of customer service, but their popularity has steadily declined over the years….
The Sticky Art of Customer Experience: A Delightful Guide Key Points: Customer experience is a crucial aspect of business success. Creating a sticky customer experience involves leaving a lasting positive…
Don’t drop the omni-channel baton and win the CX relay race Key Points: – Handing off customer interactions seamlessly between bots and live agents is crucial for a successful omni-channel…
Summary: Customer Experience News Article Title: “Exploring the Impact of Emerging Technologies on Customer Experience” Key Points: – Businesses in the Asia Pacific region are focusing on emerging technologies to…
Intuitive Selling—More Than A Feeling Key Points: Intuitive selling goes beyond just having a gut feeling; it involves having deep knowledge and experience in sales. Intuitive sellers have a strong…
Is Traditional Project Management Still Effective in Marketing? Key Points: – Traditional project management in marketing involves creating plans for initiatives to be launched over time. – This approach is…
Key Points: Customer onboarding is not solely the responsibility of the customer success team. Automating customer onboarding can be beneficial, but it depends on the specific circumstances. There are several…