Managing CX During Disasters and Emergencies
Ensuring excellent CX during times of relative normalcy can be challenging for most organizations, with issues such as managing unrealistic customer expectations, product shipping and fulfillment delays, and increases in demand for customer service or support all coming into play. These challenges can be further exacerbated by unforeseen factors, such as weather events, power outages, […]
The Customer Experience Software and Services Market Will Reach $120 Billion Worldwide by 2026
Customer experience (CX) is typically defined as the sum of a customer’s experience with a product, brand, or service, encompassing all interactions before, during, and after a transaction. Providing a positive and pleasant CX is important to every business and organization, as few customers will continue a business relationship if they are treated poorly or […]
Utilizing Automated Ticket Correlation to Improve CX Responsiveness
The delivery of excellent CX is driven by a variety of factors, but the ability to handle customer service and support issues quickly and efficiently cannot be overlooked, particularly in the hyper-competitive telecommunications sector. The always-on, digitally connected telecommunications customer simply will not tolerate a lack of responsiveness, nor will they put up with having […]
CX Market Forecasts
Although improvements to the overall customer experience are largely driven by organizational change management, software is increasingly being used to support these initiatives by managing and making available the plethora of customer data that is captured and aggregated from a variety of sources. Dash Research projects that the global market for CX/CE software and […]
Using Tech and Physical Design to Meet Customer Priorities
Taco Bell announced earlier this month that it opened the first of its “Taco Bell Defy” stores in Brooklyn Park, Minnesota, which incorporates automated and other innovative technologies designed to speed up and improve the customer’s experience. The goal of the concept is to create a two-minutes-or-less drive-through experience, thereby reducing customer frustration and establishing […]
Developing Deeper Emotional Connections with Customers
One of the most oft-repeated adages in life is that you do not remember what a person says to you, but you do remember how they made you feel. This rings true across both B2B and B2C customer interactions, but due to the more personal nature of B2C engagements, people are even more likely to […]
Helping Agents Respond to Inquiries Via Automation and AI
One of the major challenges involved with managing customer interactions is ensuring that live agent staff are delivering the correct and most appropriate responses during customer support conversations. Incorrect – or incorrectly delivered – messages from the agent to the customer can cause frustration and confusion, and may lead to decreased customer satisfaction, particularly if […]
Leveraging 5G to Provide Friction-Free CX
Industry trade group GSMA estimates that by the year 2025, the number of 5G connections will reach 2 billion, up from 1 billion in 2022. Moreover, by the end of 2025, 5G will account for over one-fifth of total mobile connections, and more than two in five people globally will live within reach of a […]
Is Zero-Touch the Answer for Telcos?
It is no secret that telecommunications operators are in the middle of massive changes, from the growth of online streaming services to the launch and expansion of 5G services. While these new product and service types can present new opportunities for operators, they have also ushered in new constraints, largely around providing timely and cost-effective […]
ASAPP Launches AutoSummary Service API to Enable Automatic Call Center Functions
Beyond interacting and servicing customers, call center agents are typically required to handle the additional tasks of documenting each interaction they have, usually by typing up conversation summary notes, or inputting information via a drop-down menu interface. To provide the most value to the organization, in terms of better serving customers, identifying points of friction, […]
The Impact of Vocal Tones on Persuasiveness
The results of a study published in February 2022 in the Journal of Consumer Research found that persuasiveness is often driven by vocal tones that denote focus, low stress, and stable emotions. While the research centered on the vocal tones in crowdfunding pitches, the implications of the research can be applied to the CX space, […]
Declining Retail Sales Should Not Mean Abandoning CX Efforts
Rising inflation and supply chain issues appear to have hit two major retailers hard this earnings season, with two bellwethers missing Wall Street’s earnings forecasts, plunging each company’s stock price downward on May 18. Target reported a 52% decline in profit during its first quarter, with executives putting the blame on customers reducing their expenditures […]
