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By now, we’re all familiar with customer experience horror stories—those viral videos of customer service gone terribly, terribly wrong. The airline passenger dragged from an overbooked flight. The holiday package destroyed by an inept delivery man. The four hours in phone calls required just to cancel your cable subscription. But, believe it or not, consumers are quite good at recognizing good service, too. In fact, they’re willing to pay more for it—up to 16% more, according to...

“Over 50% of customers we’ve surveyed are restless, skilled at shifting spend and intolerant of poor [customer-service] experiences,” said Forrester CMO Victor Milligan on a recent company podcast. Plenty of similar research backs him up: An American Express study showed that 33% of those surveyed would consider ditching a trusted brand after just one bad customer-service experience, while another report found that 59% of folks might tolerate a handful of customer service frustrations before they move...

Here’s a scenario I’m hearing about more and more regularly: In an effort to cut costs, Company X decides to replace the humans in their call centers with bots. In theory (and in Facebook CEO Mark Zuckerberg’s mind) it makes perfect sense. In the United States, one in 25 employees is a call center worker and staffing costs are often one of a company’s biggest expense, so why not invest in a cheap technology that will...

With more than 80% of the data gathered being unstructured and unusable, companies are leaving a lot of value on the table. To recover that value, they have to be able to make sense out of massive amounts of unorganized information, and so companies are turning to artificial intelligence to help separate the valuable data from the noise. With AI and machine learning, companies are able to turn their previously unusable data scraps into valuable business...

Here’s a question for you: on a daily basis, how many times a day do you think customers yell at an Interactive Voice Response (IVR)? We’ve all done it. After several minutes of being bounced around from one non-helpful robot voice to another, we find ourselves yelling “Customer Service!” at a machined voice that is clearly not human. How many exasperated customers each and every day think to themselves while on a call or while conversing with a...

On this episode of The CX Show, our co-founder and CEO, Dan Michaeli, sits down with Annette Franz, founder and CEO of CX Journey Inc, a consulting firm that specializes in laying the groundwork required in order to establish a CX strategy that will drive cultural transformation efforts. When asked to define customer experience, Annette said that it is the sum of all interactions that a customer has with a company over the life of the...

Every business that takes the time to implement a customer experience strategy likely has the same goal: for their customers to have a seamless customer journey when doing business with them and become brand ambassadors. That’s the dream, right? There’s good reason, too. 89% of companies expect to compete on the basis of customer experience in the near future. Customer retention, improved customer satisfaction, increase in revenue...

On this episode of The CX Show, our co-founder and CEO, Dan Michaeli, sits down with Luke Williams, head of customer experience at Qualtrics and author of “The Wallet Allocation Rule: Winning the Battle for Share”, which details a breakthrough approach for growing share. When asked to define customer experience, Williams said that when he thinks about CX, it is the sum total of all the interactions that an organization has with its customers, which is...

With the need to stand out amongst the competition to provide a stellar customer experience, agile companies should look to implement Design Thinking. What is Design Thinking? The Interaction Design Foundation defines “Design Thinking” as an “iterative process in which we seek to understand the user, challenge assumptions, and redefine problems in an attempt to identify alternative strategies and solutions that might not be instantly apparent with our initial level of understanding.” In other words… Design Thinking champions the...

From sharing our latest ‘foodie adventures’ on Instagram to keeping track of our friends from college, social media has become an integral part of the millennial generation and beyond. In fact, the average American spends about 135 minutes a day on social media apps alone. Businesses have been taking note for years now, finding new and innovative ways to reach their customer base on various social media applications. The number of businesses using some form of...