Your CX software solutions should improve results and provide a competitive advantage. Unfortunately, today, software vendors often sacrifice perfect code to deliver a speedy software solution, leading to “technical debt.” Technical debt slows the progress of SaaS and increases costs related to issues such as buggy software, increased maintenance, extended deadlines, and software patches. This underscores the importance of working with a software vendor that delivers on its promises.   Competing for Time with Fellow Customers   The software industry has scaled down operations, which ..read more

According to a recent McKinsey analysis of talent trends, age-related work preferences are nothing more than a myth. Instead, employees of all ages tend to lean towards the same needs when it comes to work experience – mostly. It is the few caveats that separate the age groups and help unveil age-related work preferences. By understanding what employees want, you can improve your employee value proposition (EVP) and attract top talent.   Age-related Myths Debunked   Generation-based stereotypes are far from factual, creating unnecessary notions during the recruitment and retention pr ..read more

If you are experiencing a critical shortage of talent and skills, it could be time to revamp your talent development. By investing in your workforce, you can overcome challenges to build a virtuous cycle to attract, advance, and retain talent.   The Importance of People Development   In a world of very open employer ratings, building a reputation as a company with a people development culture is critical to attracting talent from an increasingly shallow pool. When you prioritize learning and development, you can achieve that virtuous cycle, so you become more successful in your recru ..read more

Customer engagement is a critical differentiator for your business. Understanding all the touchpoints your customers interact with your brand, from your products or services to your customer service team and content to the technology you use, offers important insights into critical moments and opportunities to create meaningful experiences. Engagement drives the emotional connections customers develop as they interact with your brand, elevating their level of involvement and nurturing loyalty. However, this can be tough to measure if you don’t evaluate how engagement impacts interactions and c ..read more

Although Artificial Intelligence (AI) streamlines customer service processes and optimizes workflow efficiency, it continues to raise questions among CX professionals. However, it’s important to address AI concerns in CX with honest answers that put things into perspective and help overcome key issues.   Issue #1: Does AI disrupt customer satisfaction?   Almost half of customer service professionals not using AI do so with the belief it will lead to customer dissatisfaction.   The reality   Because your customer service needs to meet customer expectations, in some situation ..read more

According to a recent Gartner Survey, only 8% of customers used a chatbot during their most recent customer service interaction. Adding to the survey’s surprising findings, only 25% of those who did use chatbots said they would use them again. In fact, B2B customers demonstrated the most mistrust of chatbots, with only 7% of participants saying they used chatbots. This shows a startling about-face in attitudes towards chatbots despite, or perhaps because of, the fast-paced advancement of AI technology. The question is, have people actually stopped chatting with chatbots, and if so, is this the ..read more

Personalization in the CX sector helps meet customer expectations. As a result, it shouldn’t hurt your business but instead, provide improved customer experiences and create opportunities. However, personalization can backfire when customers feel you’ve overstepped boundaries or your operations are negatively impacted.   Balancing Act   We are at a crossroads where the desire for personalization is challenged by consumers who resent brands using their personal information to increase sales. Instead of feeling catered to, an increasing number of consumers are viewing personalized mark ..read more

ChatGPT can elevate the level of customer service you provide without the need for human intervention. However, you need to understand its functions and limitations to ensure it isn’t creating customer frustration instead. You can harness the power of ChatGPT to unlock customer service efficiency as long as you use it wisely.   What are the Main Advantages of ChatGPT?   ChatGPT can improve customer service efficiencies and reduce the need for human interaction. It is programmed to: Provide the most direct answers to common questions Gather insights from customer conversations to con ..read more

One of the biggest challenges for public companies is deciding if their shareholders will respond to customer experience (CX) metrics in earning calls. It can be a hard sell to convince executives and shareholders that CX metrics are tangible and impact earning potential. Those who risk it tend to do it poorly, which leaves them in a vulnerable position trying to field questions, including how CX metrics reflect key business results or help a business meet its goals. However, savvy marketers will tell you that customer-centric strategies are critical to customer-led growth, which has a direct ..read more

As a CX leader, you understand better than anyone that every role within a business impacts customer experience. As a result, you’re compelled to drive change by finding change opportunities across all business functions. However, becoming a thought leader who positively influences the customer experience at every touchpoint goes beyond change management. Instead, you must lead overarching initiatives that ultimately transform the entire organization. The only way to do this is to master the art of CX transformation leadership.   Never Stop Learning   Transformation leadership requir ..read more