Research and trends
The way we work is always changing—and so are customer expectations. Ditch the buzzwords and industry jargon and get back to the foundation of customer service. Check out the latest technology and trends that are creating better customer experiences.
Despite economic turbulence and rising customer expectations, companies remain optimistic about the future. That hope is grounded in plans to invest in immersive CX, which is being driven by five distinct trends.
Trying to find the right balance between human agents and AI? Customer data split across systems and apps? Struggling to hire and retain support talent? You may be a CX Riser.
Customer service agents overwhelmed? No visibility into real-time data? Weak personalised service? You may be a CX Starter.
Still figuring out how and where to use AI in support? Struggling to turn customer data into a meaningful change? Are agent training programs less than ideal? You may be a CX Emerger.
2020 brought on a seismic shift in consumer trends, but many industries are adapting.
What is good customer service? Be nice. Be quick. Be thorough. Your customers will thank you. And so will sales, marketing and the rest of your company.
“No plan survives first contact with the enemy.” Similarly, few businesses can survive the first contact…