Ecommerce Experience: Delivery Speed Makes or Breaks Experience
Known as a pioneer in the delivery space, ecommerce powerhouse Amazon has transformed the standards for logistics when it comes to the customer experience. It’s had such an impact that…
Rick Franza: Redefining the purpose of a corporation
The traditional purpose of a corporation has been, first and foremost, to maximize profits to increase shareholder value. While such a purpose has, in many ways, served companies and their…
The growing Customer Success industry—examining its strategic role in engagement
The Customer Success profession has grown exponentially year-over-year, expanding beyond traditional job titles and taking on a larger strategic and financial role in an enterprise’s business success. But even though…
Six Steps To Avoid ‘Tech for Tech’s Sake’ In Customer And Employee Experience
Hand an orchestra instruments but no sheet music, and you’ll get a cacophony. Create customer and employee experiences without a holistic, user-centered approach and you’ll get a technology mishmash that…
Customer Experience Leaders vs Laggards?
When you’re shopping for a product or service, how often is price the only differentiator you consider between competing brands? The answer is likely rarely, if ever. This mindset represents…
The 2020 Customer Experience
An emerging wave of Digital 2.0 technologies will extend the capabilities of contact centers by enabling digital efficiencies, self-service capabilities and zero-UI. In the digital era, customers expect contextual, intuitive…
How to Conduct Effective Employee Surveys That Will Improve Your Business
For B2B companies, team members are one of the main reasons clients turn into repeat buyers. Without great team members, client service and operational execution suffer, which means your business…
Buying experience and customer service “changing through AI” – SAP
How can companies create personal, one-on-one long-lasting relationships while deploying digital, automated technology that all but eliminates the human factor? Ahead of her session at TFM 2019, Payal Raina explains how…
Towards a zero-defect customer service
SERVICE failure is a nightmare not only for customers but for service providers too. In the hospitality industry, even top-rated employee training and well-orchestrated policies cannot guarantee a zero-defect customer…
When is AI best for customer service, and when is a human?
Technology for automating certain types of customer inquiries using voice and text-based chatbots is becoming more and more common in contact centers. Although in 2018, artificial intelligence (AI) handled only…