How Retailers Use Text Messaging to Improve Customer Experience

The customer journey is paved with critical touchpoints. From discovery to purchase decision to referral, the opportunities to connect, convert, and create a relationship with your customers are frequent and incredibly important. And customers know it too. Learn why messaging is the future of customer acquisition and loyalty Get use cases and examples to apply …

How to Boost Contact Center Efficiencies with Customer Experience Analytics

Customer Experience Analytics can provide contact centres with a significant advantage in the quest for efficiency optimization, although they are often overlooked by contact centre leaders as being for the benefit of other departments. This article explains why cross-channel analysis is critical to understanding the customer experience and outlines the relative value of the most …

Service Experience: 7 Strategies to Improve First Contact Resolution (FCR)

First contact resolution (FCR) is a crucial metric for customer satisfaction. One of the main ways customers evaluate positive experiences with businesses is their ability to resolve an issue the first time they connect with customer service. Improving FCR in your contact centre can help differentiate your business, drive revenues, and increase customer loyalty. In …

5 Leadership Lessons for Igniting Growth through Loyalty, Community, and Belonging

Five factors – belonging, trust, hospitality, empowerment, and community – drive Airbnb’s remarkable success, according to customer experience expert Joseph A. Michelli. He reports that the company tries to encourage people to see one another as trustworthy and to foster the concept that travelers can experience a sense of belonging everywhere. To that end, he …

2020 Vision for Customer Experience Program

Against a backdrop of product commoditization and concerns about the perils of price wars, the customer experience has emerged as the de facto focus for competitive differentiation. But for this to be achieved, organizations need to explore not only how they can improve their customer experiences at a rate that exceeds that of the competition, …