Tag: customer experience

Solving the contact center customer/agent cycle of frustration with CRM and channel consolidation

No Picture

It’s hardly news that brand loyalty is gone, and is not likely to return any time soon. In today’s marketplace, brands can no longer expect established brand equity to be a differentiator. What has emerged as the new…

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The benefits of asynchronous messaging for your contact center

In considering how to move forward with formulating strategy for digital customer service, it’s important for companies to understand what is driving the rising demand for customer service over digital channels. Consumers aren’t just switching to digital channels…

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2018 Is The Year Companies Are Making Decisions About Digital Desktop

A fundamental shift has occurred in the way that business is approaching strategy for digital desktop in the contact center. Companies are no longer having conversations about if they need to move forward with a digital strategy, nor…

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Customer Experience is the New Marketing; Innovative CX is the New Differentiator

Proactive customer service via pop - inviting to text, live chat, or message

Video: Customer Experience is the New Marketing The world of business has changed – irreversibly so. Traditional differentiators need not apply In the past, companies could differentiate themselves from competitors by price or quality. However, in an increasingly…

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An Epic Customer Service #Fail – And its Solution

Customer waits on-hold for 8 hours

When a Toronto man phoned an online electronics retailer for help with his order, he had no idea that the call would become a hyperbolic jump into the customer service looking glass. Due to an extraordinary glitch in…

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Do you have your chatbot? Thoughts from the Facebook F8 Conference

InTheChat attends Facebook F8 Conference

San Jose, Tuesday, April 18 – Every April Facebook hosts its annual F8 Conference, offering two days’ worth of activities aimed at keeping participants up-to-date with the platform’s latest developments. The conference provides an excellent venue for showcasing…

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Digital Crisis or Redemption (Dimension Data’s Global CX Benchmarking Report)

Discussing customer experience and digital strategy over SMS text messaging with inthechat

Why are businesses undergoing a digital crisis? Because they lack strategies for keeping pace with the rapid technological changes which are determining new models of customer experience. Dimension Data’s 2017 Global Customer Experience (CX) Benchmarking Report has been…

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PeopleShock: The Path to Profits when Customers Rule (Review)

PeopleShock, a customer experience book by Tema Frank

PeopleShock: The Path to Profits when Customers Rule By Tema Frank Essential Views Publishing, 316 pages, $17.95 (USD) In the age of automation, where fewer and fewer processes involve human intervention, people have become more important than ever….

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You’re Only as Good as your Last Show: How Digital Channels Help Customer Retention

customer retention

As the old show biz adage tells us, “you’re only as good as your last show.” The same holds true for many industries; for example, telecom. Imagine that your contract with your provider is nearing its end. Your…

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