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Customer Experience

Learn more about customer experience related blog posts.

Omnichannel is Non-negotiable

The new dawn of CX requires not just voice or text, but both options working in harmony together. Learn how brands can deploy a cohesive channel strategy in this blog.
McCall Peltier September 16, 2021 | 4 min read
Keys to customer loyalty

The key to building customer loyalty? Conversation

When customers feel trust with a brand, they are more likely to stick around. Building trust requires genuine conversation and connection with the customer. Learn what makes a good customer conversation, and how it improves customer experience in this blog.
Megan Haas August 26, 2021 | 5 min read
Top 6 things you need to know about CX

The top 6 things you need to know about CX

Read our short compilation of blogs to quickly catch up on the key topics in CX today!
Kate O'Connell August 19, 2021 | 4 min read
Common Band-aids for CX

Common Band-aids for CX (and why they don’t hold up)

From upbeat on hold music to redirecting customers to the website, companies are trying to find ways to make waiting on hold more enjoyable. But is it really working?
Megan Haas August 5, 2021 | 4 min read
Top 4 Things Customers Want

Customer Care Today: The top 4 things consumers want you to know

Our recent survey showed that 92% of consumers believe that today’s customer service needs improvement. Brands have a big opportunity to make excellent customer service a key differentiator. Learn what customers really want from customer experience in this blog.
Kate O'Connell July 29, 2021 | 5 min read
How Covid has Exacerbated the Customer Service Issue

How Covid has Exacerbated the Customer Service Issue

Complaints about poor customer service are at their highest levels since 2009. Instead of continuing to use Covid as an excuse, businesses should use this as an opportunity to invest and improve the customer experience to help stand out from competitors. Learn more in our blog.
Jak Katterfield July 22, 2021 | 4 min read
Conversational AI Use Cases

How to determine the best use cases for Conversational AI

Designing a Conversational AI application isn’t just about having advanced technology, but also an expertise around where that application should be used. Different industries, and even individual businesses within the same industry, may have drastically distinct use cases and requirements that require the technology to be adapted to their needs to ensure success. Learn 3 questions to help you choose the best use cases for your application in this blog.
Megan Haas July 15, 2021 | 4 min read
Managed Service vs DIY

Three reasons why a managed service is the best route for your Conversational AI implementation

A DIY Conversational AI solution might seem like a good choice. However, an internal team needs expertise in both AI and CX to support an application from the start and throughout its lifetime for success. Learn more about the differences between DIY and managed service solution this blog.
Kate O'Connell July 8, 2021 | 5 min read
CX Not Working

Why isn’t customer experience working?

Brands are investing time, money, and energy into improving customer experience, but for a lot of customers, it's still not meeting expectations. See why in our blog.
Megan Haas June 24, 2021 | 5 min read
2021 Predictions Check In

Are 2021 CX Predictions holding up?

We're halfway through 2021, and it's time to see how customer experience is shaping up against the predictions that were set. See how far (or not) CX has come in the past six months and where we think it will end up at the end of this year.
McCall Peltier June 17, 2021 | 4 min read
Customer Comfort with AI

Consumer Comfort with AI is Here to Stay

We recently surveyed consumers to find out what their comfort level was across a variety of everyday AI applications in the following categories: business, home, healthcare, and on the road. Read about some of the highlights that we found in this blog.
Kate O'Connell June 11, 2021 | 5 min read
Better Together: Voice and Text are the future of CX

Better Together: Voice and Text are the future of CX

The way customers interact with brands has fundamentally changed. Learn the ways brands must improve the customer experience by making it easy for customers to engage using their optimal channel of choice in this blog.
McCall Peltier May 13, 2021 | 4 min read

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