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The Importance of Gender-Neutral Language for Customer Service

Attitudes toward what constitutes good customer service are always changing, because they are rooted in a culture that is always changing. Today, companies find themselves having to think about how they present themselves in entirely new ways, because…

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The importance of live chat for digital customer service

As digital customer service increasingly becomes the norm, live chat is quickly growing in popularity as a customer support channel. According to Forrester’s Kate Leggett: Chat offers many benefits to the customer: companies can quickly connect customers to…

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Benchmarks for digital customer service success

Customer expectations for digital customer service are rising, and in a hyper-competitive market, it’s important to regularly benchmark your performance against your competitors so that you have a firm understanding of how you stack up. By measuring your…

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10+ ways to reduce contact center hold time

One of the few universal truths of customer service is that nobody likes being on hold. In a world with ever-increasing demands on our time, we all have better things to do than listen to poorly-looped smooth jazz…

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Employee experience is the new CX

As digital technology continues to revolutionize the way we do business, many businesses have started to learn the importance of focusing on their customer experience (CX). Today’s consumers are loyal to experiences, not brands, and many companies have…

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Why is it so hard to make realistic New Years predictions?

As we look forward to the new year ahead of us, it’s only natural that we make predictions about what we expect to see in the next year. The way that we do business continues to change at…

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Infographic: 2018 Challenges for Digital Retailers

In our last post, we looked at 2018 facts about consumer behavior and consumer trends with regards to digital transformation and digital customer experience, including: Thanks to the Internet of Things, we’re drowning in data The continued growth…

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Infographic: Consumer behavior on digital channels in 2018

It’s hard to believe, but 2018 is rapidly coming to a close! With 2019 growing ever closer, many are making predictions for the year ahead with regards to digital transformation and customer experience. However, as it can be…

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5 Reasons your business needs to care about digital accessibility

Today is the International Day of Persons with Disabilities, which was established by the UN in 1972 to promote “the rights and well-being of persons with disabilities in all spheres of society and development”. When the topic of…

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7 lessons to learn from the top omnichannel retailers

Black Friday and Cyber Monday have come and gone, and as November comes to a close it’s time to wrap up our series on online retailing. So far this month, we’ve looked at online BF / CM retail…

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