CX used to be simpler. The call center interaction was the equivalent of a customer going into a mom-and-pop shop where an eager representative waited in greeting, “How can I help?” That was essentially the straight path from friction to friction-free back in the day. Short, sweet. But today, CX is more complex to manage as it strives to resolve frictions in keeping with faster times and heightened customer expectations throughout complex multichannel customer journeys. It calls for a complete performance approach.
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Transforming customer experiences
In the midst of all its devastation, COVID-19 actually came bearing one important gift: It has boosted our desire to give gifts.
In 2017, The Economist claimed that data has replaced oil as the world’s most valuable resource.
One of the world’s 10 most valuable brands and iconic fast-food franchisor recently made a number of welcomed changes.
Contact center customer experience (CX) leaders say adapting to client needs is the No. 1 goal driving their digital transformation activities, according to a recent report by Aberdeen.
Customer experience optimization can make loyal fans of your customers while failing to continuously improve CX can make customers think you just don’t care.
When it comes to understanding customer feedback, businesses can learn so much by making an effort to understand the language of their customers.