Category: Customer Experience

07 Sep 2017

Avoiding a Customer Experience Black Mark

When it comes to customer experience, brands are most often put to the test during a crisis.  Whether it’s a tech glitch like Samsung’s recent smart TV crash or issues with seat selection at JetBlue, every company has a bad day now and again.  Whether it’s a big issue or a relatively small one, support […]

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31 Aug 2017

Inside the Mind of a Modern Bot

Chatbots are becoming the cornerstone for many customer engagement strategies.  The reason being is that chatbots are efficient, becoming more effective by the day, and help take some of the strain off the customer service team.  It’s the effective part I’d like to dig into. Chatbots have been around for some time, but their ability […]

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24 Aug 2017

Are you Underestimating the Importance of a Customer Service Experience Improvement Plan?

If you’re looking to improve your customer experience in 2017, you’re not alone. In fact, in the 2017 Digital Trends Survey, completed by Adobe and eConsultancy, CX ranked as the highest priority for 63% of marketers. But why is CX so important? In the past, elements such as data driven marketing, mobile optimization, personalization or [...]
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09 Aug 2017

6 Customer Service Tips and Best Practices for a Superior Customer Experience

62% of organizations predict that millennials will only get increasingly demanding when it comes to customer service, and 67% believe that strategic partnerships with better digital technology could help them improve their CX to get ready for this. But when it comes to an investment into the future of your business, digital marketers and business [...]
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07 Aug 2017

Harnessing the Chatbot Hype

There has been a huge amount of excitement with the onslaught of chatbots and virtual assistants this decade. Gartner predict that by 2020, 85% of customer interactions will be with AI, rather than humans. But at the same time, companies like Facebook have scaled back on their chatbots, admitting that the majority were only able [...]
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