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Guest Blog: How to Improve Customer Engagement Throughout Rapid Growth
By Pratik Dholakiya Rapid growth is a fascinating stage in the business lifecycle. For companies fortunate enough to make it here, it’s truly a sink or swim situation. While the dramatic spike in sales...
View ArticleThe Customer Experience Transformation: Are You Set-up for Success?
Customer experience is undergoing a transformation. A big one. Today’s customers expect personalized, seamless interactions across any and all engagement channels at any time, day or night. These...
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The Race to CX Success
It’s no secret that in today’s ultra-competitive landscape, customer experience has become a race to the top. The good news for those just starting to think about it as a strategic differentiator is...
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Using Design Thinking to Differentiate Your Customer Experience
Nearly every company has made enhancements to try to improve their customer experience at one time or another. In fact, 89% of projects are successfully completed at high performing organizations, yet...
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Taking a Customer-First Approach
One of my favorite parts of my job is the fact that I get to speak to CX leaders every day. These innovative minds come from companies of all sizes, in all regions of the world. Through those...
View ArticleIntroducing CXNext Live!
There’s so much hype around customer experience and often times, the industry and trends shift so quickly that it’s old news by the time an article or whitepaper is released. What better way to discuss...
View Article5 Factors of Successful Knowledge Management Systems
Today, knowledge bases (KB) are critical for successful customer service interactions. A robust repository of company knowledge is a driver for both improved customer satisfaction and agent efficiency....
View ArticleCXNext Live: Planning for 2020? 3 Ways to Leverage AI Across the Customer...
Many organizations are in the throes of their 2020 planning process, considering what their goals are for next year and where should they prioritize efforts. And with all the buzz around Artificial...
View Article4 Reasons Chatbots Fail
With so much research on and reasons why (and how) chatbots can add value for businesses and consumers alike, why is it that chatbots have gotten a bad rep? The short answer is poor implementations....
View ArticleWhat is Customer Self-Service (CSS)? And why it really, really matters.
You know those self-serve checkouts at supermarkets? I love those when I have a couple of items to buy. No lines, no wait. I’m in and out. On the other hand, when I have an overfilled cart, it’s faster...
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