Articles
Tag: customer service
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What Is a Conversational Experience?
Supported by the most advanced technology on the back end, a conversational experience is an easy and conversant exchange between customer and company.
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The Intersection of Employee Experience and Customer Experience
How does the employee experience impact CX?
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Invest in the Human Side of the Customer Experience Equation
Technology is definitely a big part of customer experience, but it's only one third of the equation.
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Is Messaging the Final Frontier in Customer Service?
The key differentiator of messaging — its asynchronous, turn-based nature — makes it an ideal channel for customer service and broader customer engagement.
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B2B Customer Experience Is Catching Up, But Still Has a Long Way to Go
A recent survey of 1,000 B2B Sales executives sheds light on what forward-looking B2B organizations should be focusing on today.
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How 2 Companies Transformed Bad Customer Experiences
Two very different experiences turned this author from an unhappy customer to a brand advocate.
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Customer Experience Has No Start and No End: Jim Kalbach of MURAL
Jim Kalbach, head of customer experience at MURAL, talks CX design, the importance of corporate culture and more in this interview.
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Learning From Our Chatbot Implementation Mistakes
Pushy chatbots who keep popping up are counter-effective and could be costing you potential customers.
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Fix Live Chat Before it Loses Its Way
Live chat can deliver an exceptional customer experience, but only when implemented correctly.
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How Technology Can Humanize Sales
A look at how businesses can make sales more human while incorporating smarter technologies.
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Use Design Thinking to Put Yourself in Your Customers' Shoes
Why you need to put yourself in your customer’s shoes to understand the experiences they have with your organization.
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Why Your Approach to Chatbot and IVR Projects Is All Wrong
Turns out, if you approach an IVR or a chatbot system project as you would onboarding a new hire, the benefits are even greater.
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The Digital Marketing Maelstrom Is Pushing the Discipline Forward
Disregarding customer interests for short-term gains will end up costing you far more than you gained.
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How to Turn Resistant Customers Into Adopters
How can we develop solutions that compel customers to break from the familiar and adopt something better?
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