Virtual agents have come a long way. And while some companies are certainly still using automated systems from the dark ages, forward-thinking brands have taken advantage of advancements in technology for big steps forward in customer experience self-service. But what’s next? First off, it goes without saying that the companies that have not invested in […]
Read More… from 4 ways that enterprise virtual agents will evolve
For years, the customer experience industry has strived toward fast, easy, painless experiences for customers. However, time and time again, we feel failed by brands for bad customer service and wasted time. The common theme among bad experiences in customer service revolve around the fact that customers feel powerless. This can be caused by long […]
Read More… from Put customers in control. It’s what they want.
Because of the regulated nature for many utility providers, customer retention is often not top of mind. But CX still matters– customers have grown to expect fast, convenient, and conversational service in multiple channels. The Prime Effect, explains how the immediate, or instant gratification of working with brands like Amazon, have had a massive impact […]
Read More… from Why CX Should be a Central Part of Any Utility Company’s Business Strategy
Digital transformation has been a hot topic for years, and the pandemic has accelerated the consumer demand for better digital self-service offerings and customer experience. In fact, in a recent report by Salesforce, 88% of customers say they expect companies to accelerate digital initiatives due to COVID-19. This has put pressure on brands to put […]
Read More… from 5 Reasons Your Digital Transformation is Not Moving Fast Enough
Many years ago, I had a math teacher who always used the acronym KISS or “Keep it simple stupid.” It was written on the board in big letters and he used it to encourage us to solve complicated equations by focusing on the simple steps that we needed to get it done (instead of being […]
Read More… from 4 Tips for Keeping it Simple in Customer Service
There’s a lot of promise in the technology world. For example, when I bought my new TV, it advertised that I could speak commands into the remote instead of having to traditionally scroll through the menu options. How cool! It didn’t take long for me to realize that only one out of every 10 commands […]
Read More… from If You Can’t do Voice, You Can’t Do Omnichannel
A happy customer is a loyal customer, and nothing is more of a cornerstone of a successful business than customer loyalty. This is true for all industries, banking included. A Forrester survey found that, among customers who felt valued by their bank, 71% planned to stay with that bank, 87% advocated for it, and 82% […]
Read More… from The Importance of Customer Loyalty in Banking and Four Ways to Build It
As part of our design practice, we spend time talking to consumers who interact with the AI applications we build. When people like an experience, they often describe it as conversational and say that it feels like talking to a person. Similarly, our clients use conversational as a way to describe the experiences they want […]
Conversational AI gives organizations the opportunity to create applications that customers use successfully and willingly. The key to achieving these goals is delivering an excellent user experience–which for conversational apps can be quite a challenge. Every customer using these apps is already an expert because of their vast experience conversing with other humans. Every customer […]