Blog

Measurement provides a standard for how we understand the world. From weight, temperature, length, value and even time we rely on many forms of measurement in our daily lives. Measurement helps us get to work on time, bake the perfect cake for a special someone, ensure our finances are in order, and score our favorite game. Without measurement, we would have no way of knowing if something was right or wrong, fair or unfair, early or late, making progress or… you get the point! Measurement has become absolutely critical to compare and define progress.

More businesses are offering chat to their customers as a support option. Here’s why that’s great news for both these businesses and their customers. Chat offers several benefits to customers. Typically, chat users find this method to be convenient — for example, they can get immediate help while making an online shopping decision. And 74% of chat interactions result in a…

Leaders at MAPFRE Insurance, one of the top 25 U.S. insurers in the private passenger and property casualty market, knew that employees who are having fun and getting instant feedback are more engaged learners. As Omer Erel wrote recently in Training Magazine, gamification can be a powerful tool to drive performance improvement, reward top performers, and lower turnover and training costs.

Every business is different, and so is every customer. But when it comes to the benefits of digital customer service, these seem to go across the board. It’s hard to think of the downsides of digital customer care, but there are a few industries that really can benefit from integrating digital channels and a more personalized approach to omnichannel: telcos,…

Imagine you go to a restaurant. It has a Michelin star chef, so the food is superb. However, the restaurant only always has one server, named Pierre, and five constantly booked tables (you know, one of those fancy exclusive restaurants). Now, Pierre is an incredible server. His service delivery is great because the restaurant has a very strong quality management and training team….

Your customers are talking. Are you listening? Many of them speak volumes about their experiences with you but deny your requests to give formal opinions. They provide critical feedback about your brand, but they don’t want to talk to you about it. These customers are known as your “silent majority.” You won’t hear from them directly through traditional methods such as phone and online surveys. While sentiment scoring captures valuable interactions with live customer agents, the majority remains silent. They express the joy and pain of doing business with you through their journeys. However, they still fully expect for you to hear and respond to what they are experiencing. They are a majority. Are you listening?

The 2019 NiCE CXone Customer Experience (CX) Transformation Benchmark reveals some very interesting similarities and differences between consumers and businesses in terms of how they view customer service. Artificial intelligence (AI) is a particularly noteworthy topic because there are some significant disparities with how the two groups view this emerging technology. Businesses are very confident while consumers are…