2024 Mobile Customer-Initiated Best Practices
As experienced Customer Experience (CX), User Experience (UX), Experience Management (XM), Voice of the Customer (VoC), and Voice of the...
top of page
Boost Call Center Efficiency with Smart Training Strategies
Any call center’s performance is only as good as the performance of its weakest agent. That’s why organizations are working hard to bring...
How to Improve Your Call Center Compliance
Failing to meet regulatory requirements, industry standards, or internal processes can lead to poor customer experience (CX), negative...
The Importance of CX Assurance in a Rapidly Changing World
In today’s fast-paced digital landscape, delivering exceptional customer experience (CX) is more critical than ever. Recent incidents...
Drivers of a Successful Restructuring: Piecing the Puzzle of Stakeholders’ Roles and Ways To Drive Consensus
Introduction A restructuring transaction can be an extensive and complex journey for organisations facing financial challenges. It...
Family Businesses and the Strategic Imperative of IPO Readiness
Family is the core of Arab society. It is no coincidence then that family businesses are the backbone of its economies. In fact, most...
Firing on All Cylinders: Frontline Performance with VOC Programs
Last week, I begrudgingly brought my SUV to the dealership for a routine inspection and oil change. I dread these service visits (and put...
Generative AI and Enterprise Intelligence: The Next Horizon for VOC
Artificial intelligence (AI) has been evolving rapidly, and one of its most promising applications is generative AI. This technology is...
5 VOC Design Themes to Advise Strategy
When designing and maturing a VOC program, there are a slew of best practices and approaches to consider that will help ensure you are...
Leveraging Voice of the Customer Data to Create Seamless CX
As consumers, we’re enveloped by new technology that creates a dizzying array of multiple new digital touchpoints that go far beyond...
Voice of the Customer: Creating a Connected Customer Experience
Born Digital, Episode 6 Recap The race toward digital transformation is on, with investments in these efforts expected to reach $3.4...
Customer service has to win every time
Imagine walking into a store to buy a pair of shoes. The salesperson is friendly and helps you find the perfect pair. You're happy with...
12 best practices to make your help content more effective
Whether it's a printed user manual or an online knowledge base (KB), the help content that comes with a product or service plays a vital...
How to identify contemporary customer service software
Imagine walking into a store and struggling to find assistance when you need it. Would you walk out of that store immediately? ...
Building truly helpful chatbots
I was recently talking to a colleague about the challenges that hamper customer experience in today's scenario. Her immediate thought...
How does AI improve customer service and contact center efficiency?
Artificial intelligence (AI) is changing customer service , making businesses more efficient and responsive. Far beyond a buzzword, AI...
How does hyper-personalization improve customer experience and business performance?
From successfully handling high call volumes and abandonment rates to minimizing customer frustration, businesses need to turn each...
The death of the IVR: How generative AI is transforming customer service
“For technical support, press 1. For billing inquiries, press 2. To hear about our latest promotions, press 3.” Once you’ve chosen...
In the age of AI, data security is top of mind for consumers
With rapid advances in AI, people tend to worry—or sometimes panic. The ethical implications of AI in retail can often feel daunting...
Best practices for customer service chatbots
Chatbots are reshaping the way businesses interact with their customers, setting new standards for customer experience. Offering...
How Zoom Optimized Its Digital Experience During Explosive, 10x Growth
Imagine what it’s like to go from a few million weekly visitors to hundreds of millions of weekly visitors in a matter of weeks. Think of...
bottom of page