Creating a Boutique Experience to Improve CX

Luxury goods and services traditionally have been differentiated from their mass-market cousins via enhanced marketing, purchasing, and service experiences that are designed to align with the brand’s prestige and positioning. Many of these elements are reflected in the physical spaces where the products are sold, which are sometimes referred to as boutiques, showrooms, or studios, […]

We Are Working – Really!

New York City Mayor Eric Adams late last month roundly criticized members of the New York City Police Department who were spotted by civilians standing around and looking at their phones. The former NYC transit officer asked commuters to take pictures of cops looking at their phones, and then send them to him directly. According […]

Reducing Customer Effort to Improve CX and Loyalty

One of the most frustrating things about being a parent is having to ask a child to complete a task, only to find it hasn’t been done, and then having to request its completion repeatedly. In addition to the task not being completed in a timely manner, the level of frustration and anger rises, which […]

Providing Better CX for Seniors

Much of the discussion on CX has been focused on so-called “digital natives,” or younger consumers that have grown up with the internet, mobile devices, and social media as primary components of the way they interact with others, for both personal and business activities. But organizations often overlook the need to ensure that they are […]

Improving CX and Support via SMS

The use of text messages, or short message service (SMS), has become ubiquitous in the US. Statistics from the Pew Research Center indicate that 97% of Americans own a mobile phone, with 85% of people reporting smartphone ownership. Further, 100% of people between the ages of 19 and 49 report ownership of any type of […]

Market Forecast Spotlight: Greater Spending on Employee Experience Software

Dash Research has released an updated and revised global market forecast covering CX software and services, which reflects the continued strategy of using CX as a key market differentiator among companies of all types. According to Dash Research, the global market for CX and customer engagement (CE) software and services revenue is projected to increase […]

Using Visual Engagement Techniques to Improve Customer Support

Visual engagement, which can include using pictures, graphics, diagrams, and videos to convey information or enable collaboration with customers, is a key technique that has become particularly important over the past few years. As penetration of devices that can view, create, and share visual content and experiences has reached near-ubiquitous levels, consumers are demanding that […]

Incorporating Technology to Improve Contact Center Agent Performance

Organizations have been inundated with inbound inquiries for a variety of reasons, including billing and administrative issues, customer and technical support reasons, and sales and general feedback questions. Naturally, as the number of inbound inquiries increases, so do the costs associated with handling them. In fact, according to several studies focused on contact center metrics, […]

Using Session Replay to Improve CX Interactions

One of the key challenges involved with analyzing customer journeys revolves around identifying the triggers and inflection points that have a real impact on CX. Oftentimes, the devil is in the small details, which may not be apparent to live agents working with a customer in real time. Similarly, customer hurdles encountered with digital interfaces, […]

Providing a Seamless CX When Using External Partners

Few enterprise organizations are truly islands unto themselves. Most firms rely on partners or other subcontractors to deliver a part of the actual experience with customers. For example, automobile manufacturers rely on dealers to provide a significant part of the marketing, sales, and service experience, and real estate and insurance firms use independent agents to […]

Omnichannel Engagement Is Becoming a Centerpiece of Customer Experience Strategy for Many Organizations

Although brands have been transforming their customer experience (CX) models over the last several years, the COVID-19 pandemic accelerated many organizations’ plans for deploying omnichannel engagement strategies, according to a new report from Dash Research. An omnichannel strategy is a cross-channel strategy that gives a seamless and integrated experience to users across multiple channels. Unlike […]

Omnichannel Customer Engagement

Although brands have been transforming their CX models over the last several years, the COVID-19 pandemic accelerated many organizations’ plans for deploying omnichannel engagement strategies. An omnichannel strategy is a cross-channel strategy that gives a seamless and integrated experience to users across multiple channels. Unlike multichannel strategies, where each channel is managed individually, omnichannel engagement […]