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Guided CX Insights
Track trends, get tips, and explore new ideas in Guided CX.
How to align AI and human expertise for exceptional CX
Artificial intelligence is reshaping how businesses interact with customers — but let’s be honest, AI alone isn’t the magic bullet for customer experience. The best results happen when AI and human expertise work together. AI can automate repetitive tasks, provide insights, and boost efficiency, but it’s the human touch that builds trust and lasting relationships. So how do you strike the right balance? That’s where the AI + Human Maturity Model™ for Customer Experience comes in. This model is a practical guide for businesses looking to assess where they are today, where they can go next, and how to structure their teams to get the most out of AI and human collaboration.
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Customer Service
Cutting-edge tech can transform your customer satisfaction levels – for good and bad.
Determining why customer satisfaction matters isn’t exactly rocket science. Satisfied customers are more loyal, more likely to advocate for your brand and – as a result of this – have higher customer lifetime value. (We’ve covered some more of the subtle ways satisfying customers is good for business in our last blog.)
Insurance
The missing pillar of insurance CX (and why you can’t afford to ignore it)
Imagine, for a minute: something distressing has just happened to you. Your sun-soaked holiday has been canceled at the last minute. Or you’ve backed your car up into a streetlight. Or say it’s something much worse: you’ve been injured in an accident, you’ve had a health scare and need to fund an expensive medical procedure, or your loved one has just passed away. In the face of some of the most challenging situations life throws at us (whether merely aggravating or downright devastating), insurers are there to help financially cushion the blow.
Customer Service
Key traits of a great customer success manager
Businesses are increasingly focusing their efforts on customer success, knowing that doing so can improve the customer experience, lower churn rate, increase customer and employee loyalty, and boost revenue. Customer success managers are the key driving force behind those rewarding efforts, making it essential to hire the right people. Knowing the importance, you might ask: what makes a great customer success manager?
SaaS
Do SaaS companies still need customer success?
You have a stellar SaaS product. It’s easy to use, your self-service is impressively in-depth, plus your baked-in onboarding is first-rate. This well-oiled machine can practically run on its own, which may make you wonder … do you really need a SaaS customer success team?
Crafting a positive customer service agent experience
A vital and often overlooked part of good CX is your agent’s experience (AX). If agents aren’t empowered, or worse, they’re micromanaged, it can result in a negative customer experience. While metrics are important, making sure your agents can act human is vital.
How to improve digital customer engagement for retail
The pandemic accelerated the transformation of digital customer engagement for retail. When brick and mortar stores had to close their doors, e-Commerce exploded virtually overnight. And according to a survey of 3,400 B2C companies, those that embraced digital customer engagement saw an average revenue growth of 70%.