CX

How Cloud Communications Can Transform Your Relationship with Customers

By Kevin Rubin The way that consumers and companies communicate with each other has undergone a drastic change in recent years. For instance, last year former pro football player Steve Gleason tweeted Southwest Airlines that some of the airline’s employees were unwilling to accommodate customers like him who need to fly with power wheelchairs and …

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How to Use UX Testing to Improve Your Customer Lifetime Value

According to a survey by Havas, “people wouldn’t care if 74% of the brands they use every day just disappeared.” Across the world, only 57% of brands are trusted on average (and only 33% in North America!): These figures are shocking, right? They shouldn’t be. Today’s shoppers place a lot more value on customer experience …

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6 Ways to Improve Customer Loyalty with AI

Artificial intelligence (AI) is a super hot topic right now in marketing. According to a Teradata study, 80% of enterprises report that their organization already has some form of AI in production. The study also revealed that one of the top planned areas for AI investment for brands was customer experience. From providing a seamless …

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Meet your customer experience officer: ITWC report reveals the new business role of the CIO

CIOs have made the move beyond the role of IT Manager to become strategic business influencers, especially when it comes to the job of transforming the customer experience. That’s one of the key findings of IT World Canada’s 2019 CanadianCIO Census report. “Over the past 4 years, CIOs have established themselves as members of the …

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4 Service Desk Agent Performance Metrics that Influence the Customer Experience

Continually improving the customer experience and satisfaction with service support is a goal of every service desk. While there are many metrics that influence measures of customer satisfaction, the four service desk agent performance metrics discussed here are among those that have a great impact and should be monitored in real-time, as well as trends …

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Customer Experience Lessons From Mom

5 Customer Experience Lessons From Your Mother

Customer Experience Is The New Marketing Black You can learn a lot about customer experience and how to treat your audience from your mother. Unlike children, your audience including potential buyers, their purchase influencers, customer and end-users are often only numbers to marketers. They translate to leads and sales; they’re proof of your marketing acumen. …

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