Articles
Tag: customer support
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What Does a 'Good' Customer Experience Really Involve?
Jargon about “personalizing content” or “unifying digital experience” speaks to technique, not the substance of an experience. Time to get real in CX.
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Chatbots: The Illusion of Companionship Without the Demands of Friendship
Increased “humanization” of chatbots can trigger a crucial paradigm shift in human forms of interaction, which comes with risks.
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A Decade of Dramatic Change in Digital Customer Experience
The greatest changes in customer experience over the past decade have been in the ways customers interact with brands.
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How AI Can Impact Your Marketing, Customer Experience
Instead of looking at near-term goals, both business owners and marketers will need to consider the different uses and possibilities of AI.
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How Personalized Customer Experience Delivers Brand Loyalty
Delivering tailored and contextual experiences throughout the customer journey is a strategic imperative for business leaders.
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How to Get the Most out of Outsourced CX
If you’re planning to outsource some (or all) of your CX operations, what should go into finding a partner?
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Customer-Centric Missions Keep Frontlines Prepared for the Unexpected
When your entire organization has a siloed view of customer experience, the mission is lost, and customers pay the price.
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Customer Care Must Become More Social
Are you using social channels to promote your brand? We need to get better at building these customer relationships.
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It’s High Time Knowledge Management Went Omnichannel
The knowledge management infrastructure used by businesses needs to be omnichannel, but far too often, it still isn’t.
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Helpshift Wants to Bring Customer Support to the Metaverse
Mobile, AR, and VR experiences can now be supported by the new Metashift solution.
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How Should a Voicebot React to Verbal Abuse from a Customer?
How do you think a voicebot should respond to an insult, a slur or a misogynistic comment from a customer?
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3 Ways CX Can Become a Driver of Business Strategy
Customer experience today doesn’t just support the business, it often is the business.
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Balancing AI and the Human Touch in CCaaS Deployment
AI in CCaaS offers many benefits, from cost savings to improved customer satisfaction. How will this tech reshape the future of contact center operations?
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Knowledge Management Is the Foundation of Good Customer Experience
A good customer experience is the result of good knowledge management. Don't believe me? Here are three arguments why.
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