Gartner’s Top Technology Trends for CSPs in 2022 highlights how Communication Service Providers’ (CSPs) customers are increasingly pushing for consistency and quality of experiences across the customer journey and life cycle, regardless of what channels or services they use. With consumers demanding better customer experience, it’s no surprise that CSPs are investing in customer experience […]
Put customers in control. It’s what they want.
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 […]
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What do consumers expect in a conversational self-service system?
Today, automation in the contact center is a necessity. Customers are busy and self-service provides a fast and efficient way for them to get things done. Consumers also recognize the benefits of using automated systems. In our recent survey, customers noted that when using an automated system, they see benefits such as: The convenience to […]
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5 ways to know if your IVA is ready for Summer 2022
Summer 2022 is upon us and, as the Washington Post covers, all indications suggest travel will be back to the pre-pandemic era. But the war in Ukraine, high inflation, and lofty gas prices have added uncertainty in the travel world and increased the likelihood for out-of-practice travelers to make errors. Travelers aren’t as attentive on […]
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When it comes to CX, Conversational AI is the only game in town
Brands shouldn’t gamble when it comes to customer experience. Just one bad experience can affect customer loyalty and your bottom line. In fact, 1 in 3 customers will leave a brand they love after just one bad experience, while 92% would completely abandon a company after two or three negative interactions. So when it comes […]
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Why CX should be a central part of any utility company’s business strategy
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 […]
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Creating A digital storefront through customer service
Customer experience comes down to creating the easiest path possible for customers to complete their tasks. Whether enrolling in an insurance policy, returning a dress, or booking a flight, the principles of good customer service remain the same whether online, over the phone, or face-to-face. In this way, you can think of digital customer experience […]
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It’s time for a change. How to improve customer experience with Conversational AI
In customer experience, wasting time is one of the biggest pain points for consumers. In a recent survey, we found the top obstacles people experience when contacting customer service have to do with time, such as long wait times or wasted time due to inefficient processes. When we asked consumers to indicate what they had […]
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How is the labor shortage affecting your industry? (and how can Conversational AI help?)
The labor shortage is affecting every industry. According to an article in the Wall Street Journal, “The average number of live job openings in call, contact and customer care centers advertised on Ziprecruiter.com in February was more than double that of the average the year earlier before the pandemic, according to the recruitment platform.” Not […]