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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
Why Invest in Improving Customer Experience?
Customer experience is the key to winning customers’ hearts. The quality of the product, the fun website, the friendly customer service – all of these pieces come together to create an experience that will grow loyalty and bring back repeat buyers.
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Customer Service
Top 5 Cobrowsing Articles of 2015
Cobrowsing is a key part of today’s customer service strategy. The ability to share a view with customers is critical for solving problems, improving understanding, creating better outcomes, strengthening customer loyalty and more.
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Video
Video Collaboration: Bridging the Online Gap between Businesses and Clients
Communication – online or offline – is important in any business, especially when interacting with potential clients. It’s the foundation for gaining consumer trust and forming lasting relationships. After all, successful collaboration stems from clear and effective communication.
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Customer Service: Give Thanks to Your Customers
Customers. Without them your business (and mine) would have nothing. We can give them discounts on Black Friday or send a card around the holidays. But while that’s a nice way to say “thank you,” it also has short-term impact. Better to show you’re grateful by improving customer service.
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Customer Service
Conquering Fear: Using Cobrowsing and More for Customer Retention
Fear is an incredible motivator. When I was little, I used to go fishing with my grandfather on Lake Ontario. He taught me the old cliché that to catch a fish, you have to think like one.
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Customer Service
Cobrowsing: Do You See What I See?
To many of us, the online world can seem overwhelming and—at times—relentless. No question, the surge of online business interactions will endure and current research backs this trend. According to Forrester research, e-retail spending will increase by 62% by 2016.
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Customer Service
30 Gripping Facts Uncovered at Dreamforce 2015
Salesforce’s Dreamforce 2015 was a mind-blowing event. From the high quality speakers to the spectacular performers to the new product revelations and beyond, it was amazing.
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Customer Service
Visual Customer Service Sets You Apart From the Competition
Visual customer service. If you haven’t considered, maybe it’s time you changed that.