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Today’s customer expects to have a broad selection of channels where they can  communicate with companies. However, when an issue cannot be resolved using one of these channels, such as live chat or voice calls, the customer finds they need to, oftentimes, switch to a different one. This can lead to customer frustration, damaged customer loyalty, and in some cases, complete abandonment. Channel Switching: What is it and Why does it Happen? Channel switching occurs when a customer...

  On the latest episode of Movers & Shakers, our cofounder and CEO, Dan Michaeli, sits down with Scott Dille, the Director of Client and Partner Experience at Northern Trust, to discuss how design thinking helped reshape the bank’s customer experience. When asked to define customer experience, Scott said it could be “summed up as simply being mindful of all touch points during the customer journey”. This describes all the ways clients interact with a company, both...

Recent advances in Artificial Intelligence (AI) have been changing and shaping businesses, most notably in their ability to bring customer experience (CX) to the next level. Although AI has become a staple amongst businesses of all sizes, full automation still seems out of reach. When it comes to AI-assisted customer service, the goal is to make the customer journey as seamless as possible; the customer should always feel like they’re speaking to a customer service agent....

Most companies are aware that CoBrowsing can decrease costs and increase customer satisfaction. However, after speaking with a top insurance company, I recently discovered another huge benefit of CoBrowsing - cutting down on the cost of regulation. This insurance company informed me that it took a significant amount of time  to purchase a policy via the phone rather than online. Upon further research, we found that phone agents had to abide by regulation standards that required...

With all of the speech recognition, machine learning, and bot-based customer experience solutions available to companies today, there are still a few industries that must continue to provide a personal touch in order to retain their customers. At the forefront of this group is the banking industry. Specifically within their online and mobile verticals, creating a suitable banking customer experience has become a bit of a tightrope walk as customers are expecting convenient digital solutions while still...

It’s no secret that today’s consumer is finicky- they have high expectations and low patience for anything that isn’t top of the line. This means in order for businesses to be successful in today’s market, they need to provide a quality product, and customer experience to match. While a majority of enterprises believe that cost trumps all, they are sadly mistaken. The truth is, most consumers are okay with spending a little more money on something...

It’s no secret that due to the increasing number of screens in the average American’s  life, visual engagement is becoming paramount in sales and customer service. Visual engagement involves communicating with customers visually in the form of screen sharing, CoBrowsing, or face-to-face video conferencing. This form of engagement is particularly helpful when a customer needs help troubleshooting a software issue or has a question about a transaction. With visual engagement gaining momentum, how can it become...

The importance of the customer experience within a business has become a focal point when it comes to achieving organizational success. Building a strong, positive customer experience can lead to a solid relationship and establish a sense of loyalty between your brand and your customers. While an entire organization should assume responsibility for creating a great customer experience, it all starts with the employees on the front line. A happy employee is an important first step in...

As companies focus on moving more of their business online, it is becoming increasingly important to pay closer attention to the customer journey and online sales funnels being created. For the best shot at success, companies must build a seamless cohesive journey that maximizes engagement while minimizing effort. But doing so, traditionally, is far from easy. For the most part, the customer journey is seldom linear and, in many cases, encompasses numerous channels - both offline...

Contact centers are constantly evolving due to the explosion of burgeoning technologies. With this being said, how do managers implement contact center best practices to coalesce with their product and message? First, we need to look at the framework. Contact centers have become a cornerstone in managing and implementing customer experience. The “call center” of yesterday has morphed into a much more agile avenue for companies to resolve service issues and drive sales by using a diverse...