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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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Insurance

In-store vs online: creating a single retail customer experience

Is your e-commerce site disconnected from your brick and mortar locations? If so, you’re not alone: Nearly 50% of brands say unifying online and in-store operations and data will be their biggest challenge over the next year.

Insurance

Insurance

What insurance companies can learn from banks about designing killer mobile app experiences

As the idiom goes, everybody and their mother has a smartphone nowadays.

Want to drive adoption and usage of your app? Humanize it.

The modern mobile app experience is a capital ‘D’ digital experience. As app users, we want experiences that are slick, frictionless – and (for the most part) self-service. The modern mobile app experience often involves AI-generated content, which can sometimes feel impersonal and robotic. While we increasingly may expect to ‘speak with’ an app-dwelling chatbot when we get stuck or have questions, we wouldn’t necessarily expect to interact with a real-life human inside the mobile app experience.

How the best mobile apps boost (and maintain) mobile feature adoption

As more and more of us use our smartphones to do, well, just about everything, mobile app experiences are increasingly becoming the primary arena for business-to-customer interactions.

Why you might be wasting your CX metrics (and what to do instead)

This article was informed by an infographic created in partnership with Metrigy featuring results from a 2022 CX study. You can download your copy of the infographic here.

3 lessons B2B customer onboarding should take from B2C onboarding

Do you own a smartphone? If you do, you’ll have encountered some version of the modern B2C customer onboarding experience. (If you don’t: wow. We’re honestly a little jealous.)

Low CSAT? Better agent technology will help

This article was informed by an infographic created in partnership with Metrigy with results from a 2022 CX study. You can download your copy of the infographic here.

The customer onboarding metrics you should be tracking at every stage

Lately, we’ve been talking a lot about some of the best strategies for approaching customer onboarding in the modern era.

Case studies in customer onboarding: how customer onboarding should be done

When you think about B2C companies that provide truly outstanding customer onboarding experiences, there are a few that come to mind. But none have changed the game quite like Apple.