Articles
Where's the proper balance between self-service and direct customer support and how can businesses strike that balance?
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Three things businesses need to do to deliver outstanding customer care over the holidays that drive sales and loyalty in the future.
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Even the strongest customer experience program is put to the test during the holiday season. Here are some tips to prepare.
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Forrester has proposed a simple formula to help enterprises calculate how much value they deliver to customers. A recent shopping experience put it to the test.
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Given the popularity of messaging in their daily lives, it's only natural that people want to interact with companies in the same way.
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Over the coming years, customer support professionals will be equipped to better assist customers through a combination of improved technology and soft skills.
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The rigmarole and uncertainty surrounding live chat are among the top reasons why many people revert to phone calls.
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Every customer hits a roadblock at some point, forcing them to make a quick decision. It’s how businesses react that separates the winners and losers.
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A characteristic of successful companies today is they embrace technology AND human potential, combine emotional intelligence with data.
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How to maintain, or, better yet, improve CX through the acquisition process and when the organizations are merged.
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You have to work pretty hard to turn a brand advocate into a brand detractor, but that's what happened here.
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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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Technology is definitely a big part of customer experience, but it's only one third of the equation.
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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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