Customer Experience

Being put on hold has always been frustrating, but with the increase of online shopping and digital transformation due to the pandemic, wait times are now even more unbearable. Learn about this shift in customer perception and how your business can solve this issue in our blog.

The expectations of customer experience have changed because of the pandemic. Learn how businesses can redefine their customer experience or customer service strategy to fit this new world.

During sudden emergencies, such as the Coronavirus pandemic, contact centers may experience unprecedented call spikes, and possibly with a shortage of live agents. Without time to properly implement a plan, these situations can put great strain on contact center resources and result in poor customer experience. We've put together a list of 4 ways that contact centers can still maintain customer service excellence to all customers who need support, despite high call volumes.

Digital transformation is not an easy undertaking. There is not a one-size-fits-all solution. And because of this, it can be difficult to know where to start. Learn three things that should be in your digital transformation strategy to ensure lasting success.

The Peak-End Rule is a scientifically-backed rule that people only remember intense moments and the end of an experience. If people only recall these intense moments of an experience, what does that mean for companies focused on their customer’s experience? Learn more in our blog.

Learn why voice (not text) should be your main focus when creating a digital transformation strategy for customer experience.

To succeed at Digital Transformation, businesses must understand the three pillars of Digital Experience. Read this blog to learn about each of the pillars and how your business can begin improving their digital experience today.

Learn what a Voice of the Customer (VoC) program is, and how you can implement it into your business to improve customer experience.

How can Conversational AI support the notion that the customer is always right? Check out our blog on how AI can offer effortless customer interactions.

What is needed to create an IVA that delivers an ideal customer experience? Learn how technology, features, and design can all play a role.

Learn what the best practices for customer service are when using a Conversational AI application.

We all know that consumer demographics matter when it comes to buying behavior and effective marketing tactics. But did you realize that age has a significant effect on how a person wants to interact with brands they love? Read the results to a survey to learn about differences in generational preferences.