Improving CX Via Captive Portals

Wi-Fi hotspots have become de rigueur for many retail establishments, restaurants, and other locations. By offering complimentary access to the internet to in-person patrons using their mobile devices, companies are offering an added technological convenience while demonstrating that they care about their customers’ overall experience while in their place of business. Providing Wi-Fi access can […]

Improving the Onboarding Process to Improve CX

For telecommunications companies—which are always in fierce competition to attract and retain customers—the onboarding process is the inflection point in the customer relationship. If the interaction goes smoothly, it can engender positive feelings about the provider, reinforcing the customer’s purchase decision. If the interaction is stilted, confusing, or tedious, it can frustrate the customer, taint […]

Building a CX Team for Success

Technology can be a critical tool to enable cutting-edge CX strategies. Hyper-personalization, omnichannel customer engagement, customer success programs, and self-service, AI-driven chatbots  are some examples, but these tools alone cannot make up for unmotivated, inefficient, or indifferent workers, who can often inflict significant damage on customer relationships. That is why organizations should take a thoughtful […]

Best-of-Breed versus Single Vendor Software

The CX technology ecosystem is a diverse web of software and service solutions that are aimed at enabling a smooth customer journey from start to finish, providing a personalized and engaging experience throughout the journey. These solutions aim to increase customer loyalty and satisfaction, optimize revenue, reduce churn, and facilitate improved targeting and optimization. Vendors […]

Demystifying the CX Technology Stack

The planning and implementation of a coherent and unified strategy for improving the CX of an organization usually requires a full understanding of the types of customers served, their needs and desires, how they purchase products and services, and the methods they use to interact with the organization. Without a full understanding of each element, […]

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

Customer experience (CX) is defined as the totality of a customer’s experience with a product, brand, or service, encompassing all interactions pre, during, and post transaction. Communications service providers (CSPs) are faced with myriad opportunities to expand their market share simply by providing good, responsive service, such as responding to customer inquiries in a timely […]

Enticing Customers to Provide Feedback

According to a 2021 report from McKinsey & Co., 93% of CX leaders surveyed in 2019 and 2020 relied mostly on customer satisfaction scores and other survey-based feedback to evaluate and assess their companies’ CX strategies. That survey also found that 85% were not happy with their evaluation method, and just 6% expressed confidence that […]

Using Employee Advocacy to Support CX Efforts

Customer advocates are extremely useful for recommending and actively promoting a brand, its products, and even the experiences they have interacting with a company. If a company makes a concerted effort to treat customers properly, many customers will not only continue to do business with them, but also will share their positive experiences with others […]

Using Callbacks to Improve CX and Drive Revenue

One of the key techniques deployed by organizations amid the COVID-19 pandemic was the use of callbacks, which were utilized to reduce inbound customer service inquiries. If a customer called into a company’s contact center and a live agent was not available, they were prompted to enter a telephone number where they could be reached […]

Using Clear Policies to Drive Better CX

Customer experience policies are rules that cover product returns, changes, warranties, refunds, and access to information and resources, and are used by companies as they interact with their customers. With goals such as increasing efficiency and reducing friction at stake, these CX policies should be up-to-date, reasonable, and carried out consistently across every scenario and […]

Reducing Noise to Elevate Voice Interaction CX

One of the most frustrating aspects of voice conversations between a customer and a contact center worker is the presence of loud, distracting background noise. Extraneous noise can not only make these interactions unpleasant, but can also impact the quality of service, the accuracy of the information being shared, and the customer’s overall impression of […]

Managing In-Store Ambience to Support Good CX

In late June, a Bank of America analyst report accused homewares retailer Bed, Bath & Beyond of turning off the air conditioning in its stores to help cut utility costs as the retailer grapples with a significant drop in sales. Bank of America analysts reported the efforts to reduce spending on utilities after visiting several […]