How good is your CX? If you’re like many organizations, you may not truly know. You certainly think CX is a priority. You’ve invested in redesigning or upgrading your CX. But do you actually know how your customers feel about the CX you deliver? It’s no wonder so many of us don’t know how we’re doing—96% of customers won’t tell organizations if they’ve had a bad experience.
Your customers are smart. They have endless information at their fingertips. They’re in control with more choices than ever. And they want real and long-term […]
Customers often prefer to find solutions to their problems themselves rather than having to speak with a customer service agent. By providing them with ways to solve their problems, a brand is simplifying the customers’ interactions and reducing the effort they have to make. This article will look at the ways that self-service trends are changing customer service.
In 2018, PwC research found that 82% of U.S consumers felt the need for more human interaction in their digital experiences. Let’s think about that for a […]
The benefits of customer journey maps – static and living – can be transformational for both your organization and your customers. But your maps won’t lead to an increase in customer loyalty or company earnings if your journey mapping process is flawed.
Done right, CX is a business discipline where organizations thrive by investing in an improved customer experience. That notion is largely accepted, even though it’s […]
What a digital transformation can accomplish? Operational excellence, strong business processes, better customer experience, and so on. While these objectives are conceivable, why companies are reporting high failure rates for digital transformation?
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