When people talk about customer experience, the focus almost always lands on technology. AI chatbots, automation, and analytics all get plenty of attention. And yes, they matter. But here is the part that often gets overlooked. Speed and convenience matter, but what sticks with customers is how the customer care team treated them. That is […]
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Why do some customer interactions leave people raving about your brand while others have them searching for your competitors? The answer isn’t hiding in your technology stack or your process documentation. It’s sitting right there in your contact center, taking calls every single day. Employee engagement in the contact center isn’t just an HR metric […]
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Your contact center vendor just sent you this month’s metrics report. Call volume is up 15%, average handle time improved by 12 seconds, and customer satisfaction scores are holding steady at 4.2/5. Everything looks good on paper. So why does something feel… off? Maybe it’s the customer who called three times about the same issue, […]
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Let me share a painful truth I’ve learned from years in the CX trenches: the best technology in the world is worthless if it’s implemented poorly. Companies often spend millions on cutting-edge solutions only to create digital monsters that frustrate agents and alienate customers. The hard reality? Your shiny new AI chatbot, your state-of-the-art CRM, […]
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Are you one of the 85% of customer service leaders planning to explore conversational AI solutions in the next year? Maybe you’re all too familiar with the way your contact center seems to be a black hole of data. Or perhaps you can sense that your customers are looking for more when they come calling. […]
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If you have a business, you have customers – otherwise, you won’t stay in business very long. And if you have customers, they will inevitably need support. And that costs money. This leads some businesses to think of customer support as a necessary evil, something you’d rather not have to deal with but can’t avoid. […]
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Customer experience strategy has been the star of the show in recent years as a differentiator in standout customer care programs. But it’s only one piece of the puzzle. We explore the introduction of total experience strategy, where CX converges with EX, UX, and MX. The fact that silos are the enemy of business success […]
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Brand loyalty is a reflection of a customer’s commitment to a relationship with a given retailer or service provider. But, of course, the current era of disruption is changing everything about all our relationships. The way we interact with people and brands has changed—and consumer spending priorities have evolved just as fast. Read on to […]
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The contact center is ever evolving to meet the shifting expectations and habits of today’s customers. That’s why we like to regularly tune in to experts from the world of customer experience to find out what’s new. We checked in with some of the top thought leaders for their most recent thoughts about customer […]
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Our podcast team had the pleasure of sitting down with Sean Mohammed, Senior Manager of HR and leader of Blue Ocean’s Diversity, Equity, and Belonging Initiatives. With Pride Month in full swing around the world, this the perfect time to explore how companies in the customer experience industry are creating inclusive workplaces and fostering a […]
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