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• Oct 26

  The Unique Challenge of Building Customer Loyalty in an Online Only World

  The shift from face-to-face interactions and relationships to digital interactions has been trending for some time, but the trend quickly accelerated following the start of the COVID-19 pandemic. Continue reading...

• Oct 22

  5 Customer Success Lessons Electric Utilities Should Adopt from High-Tech

  Electric utilities have had a weak relationship with customers — whom they called customers “ratepayers” until recently — for years now. But like all other industries, they must now reinvent their relationship with customers due to several key factors placing enormous pressure upon them: Digit...Read more

• Oct 21

  How to Sell Customers on the Benefits of AI-Powered Customer Support

  Only 10 years ago, artificial intelligence (AI) was just a lofty concept for consumers, appearing in pop culture references or fleeting news stories. Today, it pervades every corner of life, from Siri on our iPhones, to smart home security systems, to the recommended products in our Amazon feed...Read more

• Sep 1

  Want to Deliver Better Customer Service? Immerse Yourself in Context

  Fighter pilots use situational awareness. Party planners rely on themes (like Under the Sea or the Wild Wild West). Educators use what they call instructional design scenarios. Why? To deliver top performance. When it comes to customer service, we call it context and nothing is more important t...Read more

• Jul 20

  Delivering Quality Customer Experience When Agents Work From Home

  When COVID-19 forced offices worldwide to shut down, contact centers had to quickly adapt. Continue reading...