Archives

What impactful self-service really looks like

According to Liferay, 85% of all customer service interactions will begin on self-service by 2022. In a world where busy customers are looking for faster resolutions, available anytime and from anywhere, digital self-service is a growing priority for every contact...

Starting your journey of CX digital transformation

When was the first time you heard the phrase ‘digital transformation? The idea of building your business model around digital is nothing new. But as consumer expectations, commercial realities, and the competitive landscape continue to change, few could ever say...

How no-code technology is transforming healthcare for elderly patients

The worldwide population is aging. The demographic shift is putting pressure on the already overburdened healthcare systems, which are struggling to keep up with demand. To ease this pressure, no-code technology can assist, and will become increasingly essential in the...

This week in CX: Pendo, Chattermill, and Gartner

Happy Friday! We’re bringing you the latest roundup of industry news. This week, we’re looking at customer loyalty to ridesharing services, the focus of digital strategies, Pendo’s inefficiency report, and AI in the hardware industry.  Key news Gartner predicts conversational AI will...

Online research platforms: a guide to generating customer feedback

Online research platforms are exactly as they state on the tin. If you want to find out how your customers, or even employees, are feeling, it’s time to bring this in. These platforms are crucial for gathering essential information and...

3 technological processes to help small businesses compete with larger enterprises

Small businesses account for 99.9% of all businesses in the United States. However, less than half have stayed in business for more than five years. In a competitive market, brands must use every tool at their disposal to stand out...

Making empathy core to customer experience

Technology is now deeply woven into how customer experience (CX) is delivered. So it would be fair to assume that the human touch is missing. 59% of consumers feel companies have lost touch with the human element of CX. They...

Employing empathy in healthcare to facilitate actionable change

Currently, CX professionals rely heavily on survey data to keep their finger on the pulse of their customers’ thoughts, feelings, and opinions. However, amidst the growing pressure, there’s been a demand for more context and clarity. This clarity comes from...

Save your seat for the Forward conference: discover the future of CX this September

Are you a forward CX thinker? Curious about the future of AI and the latest technologies? You will love the upcoming event hosted by Forethought on September 8th.   Forethought are bringing the CX community together to share their insights and connect...

This week in CX: Five9, Qualtrics, and Zoom

Happy Friday! We’re bringing you the latest roundup of industry news. This week, we’re looking at cloud call centres’ ROI increase; new research into post-pandemic company culture; how Zoom has upgraded your remote working experience; and e-commerce personalisation tactics.  Key news To...