We’ve previously talked about how customer experience and engagement methods are changing. CX leaders must adapt to changing customer behavior (increased self-service usage, reliance on social media platforms…
AI has become an increasingly popular tool for customer service functions worldwide. This is because of its efficiency in driving better resolutions quicker while maintaining a CSAT score…
WhatsApp Business API from Meta lets businesses talk directly with their customers through one of the most popular social messaging apps. With over 2 billion monthly active users,…
According to a recent survey by GoodFirms, 53.2% of businesses currently have a dedicated Customer Experience Management team. This development isn’t surprising, given how customer expectations have increased…
Customer Communication tools, such as AI-powered chatbots and customer support software, refer to specific platforms businesses use to connect with customers. These platforms range from marketing channels (e.g.,…
When Klarna told the world that it had automated 2/3rds of its customer support queries with a chatbot, it was a clarion call for all executives operating in…
The definition of customer engagement strategy has evolved drastically over the years. Traditionally, it was often seen as a one-way communication channel where businesses would push messages and…
As Peter Drucker famously said – “What gets measured, gets managed.” Tracking the effectiveness of your customer service platforms, with the right metrics in place, can lead organizations…
“Every day we’re saying, ‘How can we keep this customer happy? How can we get ahead in innovation by doing this?’ …because if we don’t, somebody else will.”…
The traditional banking sector, as we know it, is at the cusp of a digital revolution. Forty years ago, in the 1980’s, there were 14,469 commercial banks in…