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Author: Keith Kirkpatrick

Supporting live agents telecommunications
Keith Kirkpatrick

Supporting Live Agents with Robust Technology Is Still Key to Enabling Excellent CX

Amdocs Customer Engagement Solution for CSPs Benefits Both Contact Center and Retail Store Workers and Customers
Customer feedback
Keith Kirkpatrick

Enticing Customers to Provide Feedback

Efforts to Seek Customers’ Opinions Should Be Well-Timed and Clear About What Customers Can Gain
Employee advocacy for customer experience
Keith Kirkpatrick

Using Employee Advocacy to Support CX Efforts

Employees, Like Customers, Can Spread Good Word-of-Mouth, but Firms Should Create Guidelines
Customer service callbacks
Keith Kirkpatrick

Using Callbacks to Improve CX and Drive Revenue

Companies Also Can Employ the Technology to Match the Right Agent to the Right Customer Issue
Keith Kirkpatrick

Using Clear Policies to Drive Better CX

Avoid Making Rules That Confuse Customers, Create Friction, and Introduce Enmity
Customer experience noise reduction
Keith Kirkpatrick

Reducing Noise to Elevate Voice Interaction CX

Multiple Measures for Mitigating Miscommunication and Misunderstanding
Retail customer experience
Keith Kirkpatrick

Managing In-Store Ambience to Support Good CX

Environmental Factors Like Temperature, Humidity, Scent, and More Affect Shoppers and Employees
Customer experience during disasters and emergencies
Keith Kirkpatrick

Managing CX During Disasters and Emergencies

Mapping Out Plans for Handling Unexpected Scenarios Can Mitigate Their Effect on Operations and CX
Keith Kirkpatrick

The Customer Experience Software and Services Market Will Reach $120 Billion Worldwide by 2026

Top Five Industry Sectors for CX Include Telecommunications, Healthcare, Financial Services, Retail, and Government
Telecom customer experience automated ticket correlation
Keith Kirkpatrick

Utilizing Automated Ticket Correlation to Improve CX Responsiveness

Measures to Help Telecom Operators Keep Their Technical Staff, Agents, and Customers More Informed
Keith Kirkpatrick

CX Market Forecasts

Customer Data & Analytics, Customer Relationship Management, Contact Center, Personalization & Optimization, Customer Data Platforms, Customer Insights & Feedback, and Employee Experience
Taco Bell customer experience technology enhancements
Keith Kirkpatrick

Using Tech and Physical Design to Meet Customer Priorities

Taco Bell Defy Employs Mobile App Ordering and Other Capabilities to Improve Efficiency and CX
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