4 challenges facings startups in 2024 (and how investing in CX can help)

For most companies and especially startups, 2023 was a year of uncertainty, fear, and doubt.

With AI giddiness gone, 2024 shapes up as a year of action

If 2023 was a year of revelation, zeal, and anything-is-possible hopes for artificial intelligence’s potential, 2024 is shaping up as a year of action.

CX Trends: In 2024, it’s time to look at the bigger picture

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.

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.