Research from [24]7.ai suggests many firms are happier with the automation they’ve introduced than their customers are
Tag: editor’s note
Blog
Virtual events may be missing a single element that could redeem the whole experience
Instead of travelling to conference venues, we’re now as glued to our screens as ever. There’s still a chance to bring some of the fun back
What may get overlooked amid the debate over CX efficiencies
A survey of 120 CX professionals from Kustomer examines why some firms are reluctant to use intelligent routing, chatbot and other tools
Use CX foreshadowing to change experiences in ways that build customer trust and buy-in
‘Coming soon’ is not enough information when you’re redesigning, replacing or optimizing something familiar to customers. Here’s what to do instead
Endangered Experiences: The coworker coffee break
Remote work has never been more in vogue, but brands may wind up missing out on a key opportunity to connect
Meet the ‘experience hackers’ who will help companies win back customers
It’s not an official title yet, and they might not even be formally part of CX teams, but these problem-solvers are what the post-pandemic world will need
When ‘driving in-store traffic’ turned into ‘welcoming a few customers at a time’
As businesses re-open, many are less than inviting. Time to recast those physically distance lineup as ‘pre-store traffic,” and elevate it
What solving a wuzzle can teach you about tackling CX
They’re just a few letters on a page, but take the time and effort to decipher their true meaning and you’ll have a glimpse at what listening to customers is all about
5 ideas you should borrow from Zendesk’s ‘Empathy Lab’ to transform service and support experiences
The company hired IDEO to help transform what it felt like to work in its offices. They’re too good to waste on digital channels alone
When ‘extraordinary customer experience’ is a sign of the times, it’s a sign we’re in trouble
When a term shifts from business jargon into the popular vernacular, a risk emerges, and brands of all kinds need to be wary of it