Improving CX in Food Manufacturing
In past decades, many consumers rarely gave much thought to how the food they consume is processed, which ingredients were used, and from where the raw ingredients were sourced. But today, with health and dietary restrictions, concerns about the ethical treatment of animals, and issues around sustainability on the minds of consumers, manufacturers of food […]
Providing Flexible Product Returns While Limiting Fraud Opportunities
Customers have myriad options to purchase products, at both physical stores and online. To entice customers to purchase from their organizations, many stores will provide hassle-free product returns, with relatively lenient criteria for accepting a product after it has been purchased. Whereas some organizations will charge a restocking fee, or require the purchaser to pay […]
The State of CX in 2022
As the COVID-19 pandemic continued to recede into the background throughout 2022, the CX market homed in on serving customers that were increasingly digital, demanding, and DIY. Across nearly all industries, CX practitioners and vendors trained their focus on providing truly omnichannel experiences (including self-service), while improving the level of personalization required to attract and […]
CX in Logistics
Throughout the holiday season, the delivery of millions of packages of varying shapes, sizes, and weights between businesses and consumers represents a massive task. Throw in other challenges, such as weather issues or emergencies, supply chain uncertainties, and labor shortages, and organizations can watch years of goodwill go down the drain due to the delay, […]
Elevating CX Amid Industry Challenges
Southwest Airlines canceled an additional 2,500 flights on December 27, resulting in a 60% reduction of its schedule, frustrating customers simply seeking to get to their destinations during a busy holiday season. Since December 21, the airline has canceled nearly 10,000 flights, while cancellations by other major airlines ranged from 0% to 2%, according to […]
Phygital Experiences to Drive CX in 2023 and Beyond
In just a few years, omnichannel engagement strategies have morphed from a nascent concept to becoming table stakes for most consumer-facing organizations. Largely driven by the shift to digital communication channels, such as SMS, webchat, and mobile applications, consumers have demanded the ability to interact with companies on their own terms, and through the channels […]
Managing CX via Automation and AI
In November 2022, Dash Research highlighted low-cost carrier Frontier Airlines’ decision to eliminate all live agent, voice-based customer service options. Reaction to the piece on LinkedIn indicated a definite preference for technology to augment workers, rather than replace them, with doubts being raised as to whether this approach will benefit Frontier in the long term. […]
Aligning CX with Product-Led Growth Strategies
Product-led growth is a strategy that focuses on the attributes and user experience of a product to help drive growth, compared with simply telling prospects about a product via marketing or advertising. Often based on a freemium model, where users can access the product with some restrictions with respect to functionality, duration of use, or […]
Steps for Saying ‘No’ to Customers While Maintaining a Good CX
The customer may always be right, but that does not mean it is always possible to say yes to every request or demand. And while most customers understand that there may be scenarios in which the organization or company cannot comply with their request, the way a “no” is delivered can have a massive impact […]
Frontier Airlines Eliminates Live Agent Customer Support
Many companies have tried to shift the bulk of their customer support operations to digital channels to allow live agents to handle only the most complex or critical calls. But as the busy travel season shifted into high gear, Frontier Airlines took a bold step, and confirmed it had ceased providing all live agent customer […]
SugarCRM: Provide a Great CX to Drive Sales and Retention
For many CX software vendors, their unique selling propositions often revolve around the feature sets and technical functions of their applications or platforms. In CX, many of these features are focused on providing greater automation, smoother incorporation of artificial intelligence and machine learning, and more seamless integration with legacy or adjacent software platforms and systems. […]
Applying Survival Lessons Learned from the Movie Theater Industry
The movie theater industry has been impacted greatly over the past several years by the confluence of multiple factors that were largely out of the control of operators. First, home theater technology has been improving over time, with the availability of 8K Ultra HD television, multichannel surround systems, 3D theater seats, and even virtual reality […]
