The Unseen Risk: CX Software Buyers’ Concern Over Technical Debt
Your CX software solutions should improve results and provide a competitive advantage. Unfortunately, today, software vendors often sacrifice perfect code to deliver a speedy software solution, leading to “technical debt.” Technical debt slows the progress of SaaS and increases costs related to issues such as buggy software, increased maintenance, extended deadlines, and software patches. This …
Continue reading “The Unseen Risk: CX Software Buyers’ Concern Over Technical Debt”
Unveiling Age-Related Work Preference Myths
According to a recent McKinsey analysis of talent trends, age-related work preferences are nothing more than a myth. Instead, employees of all ages tend to lean towards the same needs when it comes to work experience – mostly. It is the few caveats that separate the age groups and help unveil age-related work preferences. By …
Continue reading “Unveiling Age-Related Work Preference Myths”
Revamping Talent Development for Overcoming Challenges
If you are experiencing a critical shortage of talent and skills, it could be time to revamp your talent development. By investing in your workforce, you can overcome challenges to build a virtuous cycle to attract, advance, and retain talent. The Importance of People Development In a world of very open employer ratings, …
Continue reading “Revamping Talent Development for Overcoming Challenges”
Enhancing Retailer Experience: The Impact of Micro-Stores on CX and EX
The recent micro-store phenomenon introduces opportunities for retailers and e-tailers to improve customer (CX) and employee experience (EX). Retail and ecommerce have long focused on the bigger is better approach. However, small-format stores are proving to be an equally and, in some cases, more lucrative proposition and an effective employment value proposition to attract employees. …
Continue reading “Enhancing Retailer Experience: The Impact of Micro-Stores on CX and EX”
Assessing the Influence of Customer Engagement
Customer engagement is a critical differentiator for your business. Understanding all the touchpoints your customers interact with your brand, from your products or services to your customer service team and content to the technology you use, offers important insights into critical moments and opportunities to create meaningful experiences. Engagement drives the emotional connections customers develop …
Continue reading “Assessing the Influence of Customer Engagement”
AI Concerns in Customer Service: Addressing Key Issues
Although Artificial Intelligence (AI) streamlines customer service processes and optimizes workflow efficiency, it continues to raise questions among CX professionals. However, it’s important to address AI concerns in CX with honest answers that put things into perspective and help overcome key issues. Issue #1: Does AI disrupt customer satisfaction? Almost half of customer …
Continue reading “AI Concerns in Customer Service: Addressing Key Issues”
Why Chatbots Are Falling Silent: Uncovering the Decline in Chatbot Engagement
According to a recent Gartner Survey, only 8% of customers used a chatbot during their most recent customer service interaction. Adding to the survey’s surprising findings, only 25% of those who did use chatbots said they would use them again. In fact, B2B customers demonstrated the most mistrust of chatbots, with only 7% of participants …
Continue reading “Why Chatbots Are Falling Silent: Uncovering the Decline in Chatbot Engagement”
When Personalization Backfires: The Pitfalls of Taking Things Personally in Business
Personalization in the CX sector helps meet customer expectations. As a result, it shouldn’t hurt your business but instead, provide improved customer experiences and create opportunities. However, personalization can backfire when customers feel you’ve overstepped boundaries or your operations are negatively impacted. Balancing Act We are at a crossroads where the desire for …
Unlocking Customer Service Efficiency: Harnessing the Power of ChatGPT
ChatGPT can elevate the level of customer service you provide without the need for human intervention. However, you need to understand its functions and limitations to ensure it isn’t creating customer frustration instead. You can harness the power of ChatGPT to unlock customer service efficiency as long as you use it wisely. What are …
Continue reading “Unlocking Customer Service Efficiency: Harnessing the Power of ChatGPT”
Profit Insights: Infusing CX Metric into Earnings Calls
One of the biggest challenges for public companies is deciding if their shareholders will respond to customer experience (CX) metrics in earning calls. It can be a hard sell to convince executives and shareholders that CX metrics are tangible and impact earning potential. Those who risk it tend to do it poorly, which leaves them …
Continue reading “Profit Insights: Infusing CX Metric into Earnings Calls”