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CoBrowsing (or Collaborative Browsing) is a relatively new technology propelled by pioneers in the SaaS space. However, customer experience professionals seem to think that CoBrowsing and Screen Sharing are one and the same when in reality, they’re not. So what...

According to a study by Walker, by the year 2020, price and products will no longer be the key brand differentiator — customer experience (CX) is set to take over. With this in mind, more and more companies are shifting...

It’s indisputable: customer satisfaction (or CSAT) is directly affected by whether customer expectations were met. By meeting or exceeding customer expectations, companies are building relationships with consumers that lead to increased loyalty and high levels of customer satisfaction.    Esteban Kolsky...

Customers are constantly setting and adjusting their standards for customer service based on  what they see other businesses doing. Among these standards is the quality of the customer experience they’re providing.  In theory, this  sounds simple, but customer expectations can...

With so many quality products and services available to customers these days, the ability to engage a customer can make all the difference in the world when it comes to prospect acquisition and retention. What is it that sets engaged customers...

The customer experience - it can be overwhelming and it can get confusing. The customer experience space is blossoming and becoming more agile. That means new terminology and verbiage has to be developed or sometimes even invented in order for...