Using Employee Advocacy to Support CX Efforts
By Keith Kirkpatrick August 2, 2022
By Customer advocates are extremely useful for recommending and actively promoting a brand, its products, and even the experiences they have interacting with a company. If a company makes a concerted effort to treat customers properly, many customers...
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Using Callbacks to Improve CX and Drive Revenue
- By Keith Kirkpatrick July 19, 2022
One of the key techniques deployed by organizations amid the COVID-19 pandemic was the use of callbacks, which were utilized to reduce inbound customer service inquiries. If a customer called into a company’s contact center and a live agent was...
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Using Clear Policies to Drive Better CX
- By Keith Kirkpatrick July 18, 2022
Customer experience policies are rules that cover product returns, changes, warranties, refunds, and access to information and resources, and are used by companies as they interact with their customers. With goals such as increasing efficiency and...
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Reducing Noise to Elevate Voice Interaction CX
- By Keith Kirkpatrick July 14, 2022
One of the most frustrating aspects of voice conversations between a customer and a contact center worker is the presence of loud, distracting background noise. Extraneous noise can not only make these interactions unpleasant, but can also impact...
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Managing In-Store Ambience to Support Good CX
- By Keith Kirkpatrick July 13, 2022
In late June, a Bank of America analyst report accused homewares retailer Bed, Bath & Beyond of turning off the air conditioning in its stores to help cut utility costs as the retailer grapples with a significant drop in sales. Bank of America...
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Managing CX During Disasters and Emergencies
- By Keith Kirkpatrick July 11, 2022
Ensuring excellent CX during times of relative normalcy can be challenging for most organizations, with issues such as managing unrealistic customer expectations, product shipping and fulfillment delays, and increases in demand for customer service...
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Utilizing Automated Ticket Correlation to Improve CX Responsiveness
- By Keith Kirkpatrick July 1, 2022
The delivery of excellent CX is driven by a variety of factors, but the ability to handle customer service and support issues quickly and efficiently cannot be overlooked, particularly in the hyper-competitive telecommunications sector. The...
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CX Market Forecasts
Customer Data & Analytics, Customer Relationship Management, Contact Center, Personalization & Optimization, Customer Data Platforms, Customer Insights & Feedback, and Employee Experience
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Using Tech and Physical Design to Meet Customer Priorities
- By Keith Kirkpatrick June 21, 2022
Taco Bell announced earlier this month that it opened the first of its “Taco Bell Defy” stores in Brooklyn Park, Minnesota, which incorporates automated and other innovative technologies designed to speed up and improve the customer’s...
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Developing Deeper Emotional Connections with Customers
- By Keith Kirkpatrick June 14, 2022
One of the most oft-repeated adages in life is that you do not remember what a person says to you, but you do remember how they made you feel. This rings true across both B2B and B2C customer interactions, but due to the more personal nature of B2C...
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Helping Agents Respond to Inquiries Via Automation and AI
- By Keith Kirkpatrick June 9, 2022
One of the major challenges involved with managing customer interactions is ensuring that live agent staff are delivering the correct and most appropriate responses during customer support conversations. Incorrect – or incorrectly delivered –...
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Leveraging 5G to Provide Friction-Free CX
- By Keith Kirkpatrick June 7, 2022
Industry trade group GSMA estimates that by the year 2025, the number of 5G connections will reach 2 billion, up from 1 billion in 2022. Moreover, by the end of 2025, 5G will account for over one-fifth of total mobile connections, and more than two...
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Is Zero-Touch the Answer for Telcos?
- By Keith Kirkpatrick June 6, 2022
It is no secret that telecommunications operators are in the middle of massive changes, from the growth of online streaming services to the launch and expansion of 5G services. While these new product and service types can present new opportunities...
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ASAPP Launches AutoSummary Service API to Enable Automatic Call Center Functions
- By Keith Kirkpatrick May 25, 2022
Beyond interacting and servicing customers, call center agents are typically required to handle the additional tasks of documenting each interaction they have, usually by typing up conversation summary notes, or inputting information via a...
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The Impact of Vocal Tones on Persuasiveness
- By Keith Kirkpatrick May 23, 2022
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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