Blog: Customer Care

Credit collection can be a thankless job. And it’s no wonder – it’s tough to ask someone to call people and remind them about the debt they owe. In my 15 years of experience in...

It’s morning, and you ask Siri to find local cafes. A chatbot takes your order on your phone, and where an autofill inputs your email. Whether or not we always know it, automation has become...

New research from Forrester finds that the quality of customer experiences is largely at a standstill. Forrester’s 5th annual U.S. Customer Experience Index report found that the overall quality of...

Marketers, if your B2B website was on a “first date,” would it get a second one? For many websites, the answer is probably “no,” according to recent research by Forrester....

This blog was excerpted from the Summer/Fall 2019 issue of the Customer Strategist journal. Subscribe today to get the whole story. Many customer experience professionals ponder whether...

At Forrester’s CX NYC 2019 conference, the message was clear: customer experience has a hit a wall. The failure to understand what customers really want and deliver value has led to...

AI-powered bots are infiltrating the contact center—but not in the way most media reports have predicted. Instead of replacing human associates, intelligent virtual assistants (IVAs) are...

A healthy emotional connection is based on experiences that make one feel valued as an individual. That’s why building an emotional connection between customers matters more than ever as...

One bad experience is all it takes. From airlines to banking to retail, one poor interaction with products or services can send loyal customers to a competitor. Why is it so easy to ditch a...

When it comes to delivering excellent customer experiences, employees are the life blood of your organization. Yes, recent innovations in AI and robotics (‘bots’) have sought to...