Working in the industry or as an IT or CX professional, you have certain expectations of the customer service engagements you experience in your personal life. Knowing the state of the possible, perhaps, it’s hard not to hold all companies to a higher standard.
Midsize companies are leveraging their customer feedback generally in more useful and sophisticated ways compared to other sizes of companies, ultimately driving better customer experience (CX), Metrigy’s Customer Insights & Analytics 2023-24 research study shows.
Business leaders and consumers are understandably reluctant to embrace AI right now – but research shows they don’t see federal oversight as the response to their concerns about the new technology.
A customer experience framework can help CX teams streamline their workflows, showcase the value of a customer-first culture and improve customer engagement and satisfaction.
Can AI both increase profits and reduce the traditional 40-hour work week?
The CCaaS market is highly competitive and it can be overwhelming to choose among the options. Here’s how to start assessing the cloud platforms.
Businesses that collect customer feedback are more likely to create positive experiences and address issues. Analyzing feedback can show deeper insights into customer sentiment.
As likely as not, when you hear the term “Communications Platform as a Service,” or “CPaaS,” chances are the first thing that pops to mind is “SMS.” Perhaps rightly so—messaging…
A well-rounded CX team is essential for meeting and exceeding customer expectations when engaging with a company.
When customer experience (CX) leaders or consumers talk about AI in customer service, chatbots are at the forefront of the discussion. But chatbots aren’t producing the success metrics they should be—at least not yet.
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