Companies that do not have a Voice of the Customer (VoC) program in place are doing themselves a disservice. Without analysis of the customers’ perspective, how can organizations evaluate their customer experience (CX) strategies and improve upon them?
As IT and business leaders are faced with transformative changes in the workplace, data will be incredibly important to help guide decisions—and management tools deliver the data. Consider that only 12% of companies plan to fully return to the office following the pandemic (most will continue with WFH strategies for all or some employees), and it’s easy to see how much the workplace is changing. You can’t have that drastic of a permanent change to the workplace without re-evaluating all technologies, business process, and change management.
Businesses continue to deliver virtual options for customers to buy products, visit the doctor, take a class, and address service issues. With fewer people visiting physical locations following the COVID-19 pandemic, contact centers have seen a surge in activity.
The use or planned use of artificial intelligence (AI) for customer experience (CX) initiatives has grown by 60.5% in just two years. An effective AI strategy has become essential to…
CX leaders know artificial intelligence must be part of their technology strategy—if for no other reason, to gain competitive advantage. But “artificial intelligence” is somewhat a loaded term. It encompasses…
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