customer-service
Guided CX Insights
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CX New Year's resolutions: 5 CX trends to adopt in 2025
As the calendar flips to 2025, it’s the perfect time to reflect on where customer experience (CX) is headed and set resolutions that align with evolving trends. The past year highlighted the importance of blending advanced technologies with human empathy to meet customer expectations. From predictive AI to hybrid models, here are the key CX trends to adopt in 2025 — your new year’s resolutions for creating exceptional customer experiences.
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Customer Service
Digital customer service 101
Your virtual customer support team is the backbone of your organization. They likely spend more time interacting with your customers than anyone else. They understand their issues, solve their problems, and play a starring role in brand perception.
SaaS
Customer Service
How to improve SaaS customer success today
Customer success is a growing field that SaaS CX professionals are adopting. It’s easy to see why. Focusing on SaaS customer success can improve the customer experience, increase product adoption, lower churn rate, increase loyalty from both customers and employees, and boost revenue.
SaaS
Customer Service
How to make SaaS customer support outstanding
In a SaaS company, providing great support is the key to your growth and success.
Customer Service
Healthcare customer experience trends for 2023
Technology, a global pandemic, the adopting of patient-centered care, and evolving consumer demands are transforming every aspect of healthcare. As the dust of 2020 settles (yes, that was two years ago), we can see trends starting to emerge in the industry. In 2022, there’s a renewed focus on the end-to-end healthcare customer journey, and healthcare organizations that invest in CX can better meet today’s needs and prepare for tomorrow’s challenges.
Customer Service
What is average handle time – and does it matter anymore?
Google “Average Handle Time” and you’ll be pointed in the direction of innumerable articles that describe what this metric is – and advise you to reduce it.
Customer Service
First Contact Resolution Explained
It’s an immutable fact: no matter how incredible your product or service is – you’re going to have customers reaching out with issues.
Customer Service
Customer service vs customer experience – what’s the difference?
The terms “customer service” and “customer experience” are sometimes used interchangeably. While they’re connected, they’re not the same, and it’s important to understand the differences and how each can help propel your business forward.
Customer Service
The pitfalls of superficial CX intentions (and why agent experience matters)
Most businesses talk a big game on CX. Wander the halls between the back office and the boardroom and you’ll likely hear variations on the same prevailing wisdom:
Customer Service
“Empathy” has become a CX buzzword, but customers aren’t feeling it
Being able to see things from the customer’s perspective is foundational to creating great customer experiences (CX).