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Vocal tones in customer experience

The Impact of Vocal Tones on Persuasiveness

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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Retail customer experience

Declining Retail Sales Should Not Mean Abandoning CX Efforts

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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boutique customer experience

Creating a Boutique Experience to Improve CX

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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customer experience perceptions

We Are Working – Really!

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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Customer loyalty

Reducing Customer Effort to Improve CX and Loyalty

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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Senior citizen customer experience

Providing Better CX for Seniors

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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CX and support via SMS

Improving CX and Support via SMS

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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employee experience market forecast

Market Forecast Spotlight: Greater Spending on Employee Experience Software

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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visual engagement

Using Visual Engagement Techniques to Improve Customer Support

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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Contact center technology

Incorporating Technology to Improve Contact Center Agent Performance

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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Session Replay for CX

Using Session Replay to Improve CX Interactions

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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seamless customer experience

Providing a Seamless CX When Using External Partners

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

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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mobile customer experience

Optimizing CX for Mobile Interactions

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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telecom customer service

Ditching the Script for Better Telecom Customer Interactions

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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contact center agent training

Methods for Improving Agent Training

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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