CX Doesn’t Have to Be So Expensive
Customer service costs rose during the pandemic, but now it's time to get back into savings mode.
Chat Adds to Retail Success
Consumers patronize companies that offer chat on their websites.
Required Reading: Trustworthy Companies Focus on These Three Things
Here's how organizations can earn trust, loyalty, and respect.
Third-Party Messaging Offers Customer Service Opportunities
Businesses can meet consumers where they are by adding messaging apps to their channel mix.
Companies Still Not Unifying Customer Engagement Channels
Gartner urges marketers to prioritize omnichannel engagements to retain customers post-pandemic
Digital CX Tops Retail Priorities for 2021
RCP survey highlights the importance of holistic customer experience improvement
Required Reading: Breaking Down Conversational Artificial Intelligence
Conversational AI has been around for a while, but it's rarely been clearly explained until now
What’s in Store for CRM in 2021?
Here's what the industry predicts will happen.
Experience Takes New Meaning Amid Changing Consumer Behavior
Companies that refocus operations through the lens of experience outperform industry peers, Accenture finds
In 2021, Loyalty Shouldn’t Be Assumed
COVID fatigue is breeding intolerance for CX shortfalls, Experian finds
Four Keys to Unified Customer Service Governance
Customer service assets function better when they're centrally managed
Dynamic Customer Engagement Is a Business Imperative
Companies increase metrics with proactive customer service outreach
Contact Center Fraud Sees a COVID-Induced Spike
Forrester report warns against a growing use of IVRs to commit fraud
Pandemic Highlights Need for Intelligent Routing
Better routing will decrease call waiting and handling times as consumer patience wanes
Three Keys to Customer Obsession
Reliability, service, and advocacy keep customers coming back, Forrester finds
Good Customer Service Is Only Half of the Loyalty Equation
Gartner suggests building customer advocacy and wallet share as well
Required Reading: Marketing Without the Filters
How to regain trust, credibility, and customers in the digital world
The Top Five Customer Service Technologies
Analytics and automation are needed to survive the pandemic, Gartner finds
Better Service Requires an Omnichannel Contact Center
A CCW Digital survey highlights the need for companies to offer more outreach channels
Required Reading: AI Has Complete Power Over the Customer Experience
Artificial intelligence and the data fed into it will be the key to good customer service