customer-service
Guided CX Insights
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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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Customer Service
Ten Quotes to Inspire You to Amp Up Customer Experience
As Tom Martin, Glance CEO, said in his epic blog post, we are migrating from customer service to customer care.
Customer Service
Customer Care: Get Pissed Off!
Change is hard. This is no less true in customer care than it is in any other aspect of life.
Customer Service
Top three ways companies are changing to meet customers’ requirements
Customers are still human beings. Sometimes, in this day and age of mountains of data, it’s easy for companies to lose track of that seemingly obvious fact.
Customer Service
Are your customer service agents better than my smartphone?
Part of my job is to research customer service, online commerce, and the ongoing technology investment required for retailers to make the jump from offline to online. You see it everywhere from customer service agents to the customers themselves – we’re truly on the verge of amazing change.
Customer Service
When it Comes to Customer Service, the Customer is Not Always Right
Since Harry Gordon Selfridge, department store founder, came up with the phrase “the customer is always right,” many companies have used it as a cornerstone for their businesses. Truthfully, though, basing your customer service activities around this concept is bad for business.