It’s the time of year when we typically identify 10 or so CX trends we believe will impact customer experience in the year ahead. For years, we’ve pinpointed tactical ways brands can stay on the cutting edge of customer experience and employee experience – but this year, we are taking a different approach.
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EMEA Blog
Provide faster tech support and improve CX with co-browsing
When customers reach out for technical support, they arrive with a specific problem and simply want a quick resolution.
Co-browsing is an often-overlooked technique that allows customers to give associates access to view and navigate websites on the customers’ screen in real time. Also known as collaborative browsing, this technique lets customers and associates work together to solve problems quickly.
Startups: No pases por alto la experiencia del cliente (CX) en los inicios de tu marca
Los lideres de startups tienen mucho en que pensar: afinar un plan de negocio, establecer objetivos a corto y largo plazo, desarrollar la estrategia de marketing adecuada y crear un equipo que pueda hacer que todo suceda. Pero con todas estas prioridades compitiendo por euros y recursos limitados, es facil perder de vista la experiencia del cliente (CX) de tu marca.
A plug-and-play model is the future of AI-enabled CX – here’s why
In this time of economic uncertainty and rapidly developing technology disruption, the ability to stay nimble is paramount.
How happier employees lead to better CX
Workers increasingly want to feel energised and valued at their jobs, and in today’s tight labor market companies that don’t prioritise employee engagement are losing talent to brands that do.
Young, growing companies have a lot on their plates when it comes to determining priorities but focusing on employee experience (EX) from the outset will pay off well over the long run.
Empathy and sentiment scores: What we know and what we think we know
In the contact centre industry, it is commonly known that soft skills are critical to building trust and connection with consumers. One of the most important pillars of these skills is empathy.
And for good reason.
How better to serve the needs of people than to put ourselves in their position? What could be more important to the customer experience (CX) than a compassionate understanding of their feelings?
Managing Fraud and Social Engineering in Your CX Strategy
Fraud has always been a concern when designing a customer experience strategy because a high quality customer journey relies on access to personal data such as home address, purchase history, and payment details.
Fraud cannot be eliminated by network security measures alone. People need to be a part of your fraud strategy too.
New Spanish customer care law presents an unexpected CX opportunity
A new law passed in Spain may be viewed as a burden but the truth is: It’s an opportunity.
5 ways retailers can improve customer experience with AI
AI is revolutionising customer service across all industries, but few are feeling its impact as strongly as retail.
Tech support alone isn’t enough (you need great CX, too)
When customers encounter a technical glitch or problem and have to reach out to customer support, they’re already frustrated. It’s not enough to just deliver quick resolutions to their problems with the right technical expertise; you need the right people and tools in place to enable a customer experience that’s empathetic, proactive, and seamless.