Why Your Customer Self Service Portal is Failing You
Everyone wants their customers to be happy, right? After all, if they don’t feel taken care of, they can easily move on to a competitor’s product or service. (Which 12%…
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Can AI Soothe Waning Customer Patience for Digital Banking Service?
How quickly would you drop a brand if you received negative customer service? Just to give you an idea of how the importance: in a survey of 4,000 consumers across…
The Ultimate Guide to Intelligent Customer Self Service
How would you rate your current customer self service? Humans are incredibly adaptable, and as each new generation has grown up into the tech landscape of their time, we have…
140+ Customer Support Statistics to Build Your Business Case
Looking for customer service statistics to make your argument about upgrading your support system? These days, companies don’t compete on products. Customer satisfaction and customer retention rely on a different…
58 Customer Experience Statistics Shaping Digital Strategy in 2022
Every year service leaders probe through organic search results looking for statistics to validate their customer experience initiatives of the year. Sometimes for validation, sometimes for inspiration but the hunt…
The Makings of Exceptional Customer Experience in 2022
One way or another, businesses are coming around to the necessity of digital transformation. They’re attempting overhauls of the customer experience that can be comprehensive, compendious, and remarkably compressed. Yet…
Why Search Insights are the Secret Sauce in Creating Customer Delight
Whether they focus on B2B or B2C offerings, companies have long thought of case deflections as the hallmark of providing great customer experience. If an existing customer doesn’t lodge a…
Upgrade Your Salesforce Chatbot with Artificial Intelligence
You never know when you’ll find yourself in conversation with a chatbot. I recently went to SiriusXM’s customer support site to find a resolution for a streaming issue. I was…
5 Trends Shaping Omnichannel Customer Service Strategy
Many organizations aim to provide a seamless customer experience and reduce the burden on customer support teams by enabling customers to help themselves. As a result, customer service leaders are…
Humana: AI-Driven Relevance for Customer-Centric Healthcare
What do you do if you are one of the world’s largest insurance companies, your search platform is discontinued by the vendor, your Medicare/Medicaid business faces increased competition, and a…
How to Deliver Customer Experience Personalization
There’s something remarkable happening, a trend that’s reshaping how and why companies do business: product democratization. A leveling of the playing field, if you will. Today, most business sectors are…