9 Simple Steps to Help Contact Centre Employees Feel Confident Returning to Work

Why CXaaS Matters, and How It’s Good for Your Business

You may have heard the phrase, “customer centricity is a journey, not a destination.” A good a customer experience (CX) program is never complete. It should be continuously refined and improved upon based on factors such as the changing needs of customers, business, and the economic and technology landscape.

The Need for Humanised Automation Is Accelerating—Don’t Fall Behind

Pop quiz: how many articles do you recall reading about the human benefits of automation versus the threat it posed to jobs prior to the COVID-19 pandemic? More of the latter, most likely.

Get the Facts About Messaging in the Contact Centre

When uncertainty struck, customer experience operations had to repurpose themselves to handle higher volumes of messaging interactions across multiple platforms, accelerate their use of automation in the channel and recruit the right kind of talent to fit modern customer expectations. In a world where consumers already were already living on their phones, these moments of crisis made digital connections more necessary than ever.

Turn Consistency into a ‘Wow’ Factor Every Time

Business leaders have long known that customers value consistency from brands and that they base their expectations on previous experiences. But what does it mean to deliver a consistent customer experience during these unprecedented times?

Here’s How Customer Service Automation and Healthcare Outsourcing Increase Payer Support During Critical Times

In battling the COVID-19 pandemic, rapid responses to surging customer support volumes are crucial. Health plan members need information and empathy. We’ve identified four member support obstacles where outsourcing and innovative messaging technology offer swift and viable solutions by adding skilled agents and expanding support channels.

The Six Building Blocks of Customer Trust

Ask company executives if customers find their business trustworthy, and most will of course say yes. But ask their customers, and often you will hear a different answer.

The Future Impact of Social Media

This was originally posted as an article in the Customer Strategist Journal.
To read the latest issue click here.

Understanding the Intersection of Humanity and Technology

This was originally posted as an article in the Customer Strategist Journal.
To read the latest issue click here.

The 3 Customer Journey Layers that create the most impactful CX Maps