Omnichannel Approach to Delivering Personalized CX is a Key Factor in CX Market Growth, According to Dash Research Forecast

The goal of providing a good CX is certainly not new; smart organizations have realized that mutually beneficial, long-lasting relationships with their customers usually have a positive impact on the company’s bottom line. While some companies have been making investments in new, more powerful integrated platforms and applications to support these efforts, the 2020 COVID-19 […]

Balancing Privacy with Patient Convenience in Healthcare

A key driver of CX is the relative level of effort it takes to accomplish a task when interacting with a company or service provider. A customer effort score (CES) is a metric that focuses on a single touchpoint or interaction and can be used to identify and solve problems or obstacles that can cause […]

Financial Services CX: Leveraging Digital Assistants to Provide Automation

Financial services companies are faced with significant challenges to provide a good CX, largely due to the huge volume of inquiries they receive, the wide breadth of products and services they provide, and the relatively limited number of human agents that can handle these inquiries. As a result, many institutions have turned to automated systems […]

The Impact of BOPIS, BOSFS, and BORIS on Retail CX, and the Tech Needed to Effectively Deploy These Services

The COVID-19 pandemic served as a both a catalyst and an accelerant for multimodal retail experiences, perhaps best exemplified by the “BO” acronyms: BOPIS (buy online, pickup in-store), BOSFS (buy online, ship from store), and BORIS (buy online, return in-store). While these services had been used by retailers prior to the pandemic, the immediate and […]

Using Sentiment Analysis to Improve Telecommunications CX and Identify Cross-Sell and Upsell Opportunities

It is no secret that telecommunications companies, which include wireless phone service providers, Internet service providers, and pay TV providers, have faced significant challenges providing excellent customer service. Due to the sheer breadth of their offerings, the relatively technical nature of their products and services, and seemingly ever-increasing prices, it is no wonder that telecommunications […]

Deploying Tech to Ensure Good CX Amid a Travel & Hospitality Industry Labor Shortage

One of the industries hit hardest by the COVID-19 shutdowns was the hospitality industry, as lockdowns and travel restrictions severely curtailed both business and leisure spending. While many parts of the world have now largely returned to normal, the hospitality industry is now struggling with another major issue—labor shortages. Labor availability (75%) and labor costs […]