The Impact of Vocal Tones on Persuasiveness
By Keith Kirkpatrick May 23, 2022
By The results of a study published in February 2022 in the Journal of Consumer Research found that persuasiveness is often driven by vocal tones that denote focus, low stress, and stable emotions. While the research centered on the vocal tones in...
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Declining Retail Sales Should Not Mean Abandoning CX Efforts
- By Keith Kirkpatrick May 19, 2022
Rising inflation and supply chain issues appear to have hit two major retailers hard this earnings season, with two bellwethers missing Wall Street’s earnings forecasts, plunging each company’s stock price downward on May 18. Target reported a...
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Creating a Boutique Experience to Improve CX
- By Keith Kirkpatrick May 17, 2022
Luxury goods and services traditionally have been differentiated from their mass-market cousins via enhanced marketing, purchasing, and service experiences that are designed to align with the brand’s prestige and positioning. Many of these...
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We Are Working – Really!
- By Keith Kirkpatrick May 17, 2022
New York City Mayor Eric Adams late last month roundly criticized members of the New York City Police Department who were spotted by civilians standing around and looking at their phones. The former NYC transit officer asked commuters to take...
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Reducing Customer Effort to Improve CX and Loyalty
- By Keith Kirkpatrick May 13, 2022
One of the most frustrating things about being a parent is having to ask a child to complete a task, only to find it hasn’t been done, and then having to request its completion repeatedly. In addition to the task not being completed in a timely...
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Providing Better CX for Seniors
- By Keith Kirkpatrick May 9, 2022
Much of the discussion on CX has been focused on so-called “digital natives,” or younger consumers that have grown up with the internet, mobile devices, and social media as primary components of the way they interact with others, for both...
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Improving CX and Support via SMS
- By Keith Kirkpatrick April 28, 2022
The use of text messages, or short message service (SMS), has become ubiquitous in the US. Statistics from the Pew Research Center indicate that 97% of Americans own a mobile phone, with 85% of people reporting smartphone ownership. Further, 100%...
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Market Forecast Spotlight: Greater Spending on Employee Experience Software
- By Keith Kirkpatrick April 25, 2022
Dash Research has released an updated and revised global market forecast covering CX software and services, which reflects the continued strategy of using CX as a key market differentiator among companies of all types. According to Dash Research,...
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Using Visual Engagement Techniques to Improve Customer Support
- By Keith Kirkpatrick April 20, 2022
Visual engagement, which can include using pictures, graphics, diagrams, and videos to convey information or enable collaboration with customers, is a key technique that has become particularly important over the past few years. As penetration of...
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Incorporating Technology to Improve Contact Center Agent Performance
- By Keith Kirkpatrick April 14, 2022
Organizations have been inundated with inbound inquiries for a variety of reasons, including billing and administrative issues, customer and technical support reasons, and sales and general feedback questions. Naturally, as the number of inbound...
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Using Session Replay to Improve CX Interactions
- By Keith Kirkpatrick April 13, 2022
One of the key challenges involved with analyzing customer journeys revolves around identifying the triggers and inflection points that have a real impact on CX. Oftentimes, the devil is in the small details, which may not be apparent to live...
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Providing a Seamless CX When Using External Partners
- By Keith Kirkpatrick April 5, 2022
Few enterprise organizations are truly islands unto themselves. Most firms rely on partners or other subcontractors to deliver a part of the actual experience with customers. For example, automobile manufacturers rely on dealers to provide a...
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Omnichannel Customer Engagement
Case Studies, Market Drivers, Market Barriers, and Best Practices for the Adoption of Omnichannel Engagement Strategies and Software
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Optimizing CX for Mobile Interactions
- By Keith Kirkpatrick March 24, 2022
While desktop and laptop computers are still dominant for productivity tasks in the business world, the use of mobile devices has clearly become ubiquitous for consumers. According to research focused on the mobile market conducted by Data.ai, the...
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Ditching the Script for Better Telecom Customer Interactions
- By Keith Kirkpatrick March 22, 2022
Due to the vast array of options telecom providers offer their customers, interactions with customers traditionally have incorporated mechanical-sounding scripts, often beginning with IVR systems or artificial intelligence (AI) based-agents, and...
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Methods for Improving Agent Training
- By Keith Kirkpatrick March 18, 2022
A primary factor influencing whether customers have positive or negative experiences is still based on interactions between human agents and customers. Even with the use of artificial intelligence (AI)-driven predictions, deflection tools, and...
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