Optimizing Case Assist with User Interface Design
Nowadays, customers expect organizations to offer them not only the best product but also the best service. Good customer service means having all the information and tools at hand to…
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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%…
6 Best Practices for a Modern Digital Self Service Strategy
How does your digital self service strategy look these days? More customers are doing their problem-solving online than ever before, with Gartner reporting that 70% prefer self-service tools. Even for…
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…
Why AI Is Needed For The Shift in Retail Banking Customer Journey Mapping
In my best ominous television voice: every fifteen seconds, a retail bank or financial institution fails one of its customers. Okay, maybe it’s not that often. But somewhere, some poor…
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…
How Salesforce Support Created Their Best Digital Customer Experience Yet
When you have a problem with a product or service, where do you turn for the best digital customer experience? If it’s a simple “how do I?” question, you might…
Reimagining Customer Experience (And Service) In The Metaverse
The Metaverse, like other technologies that have emerged over the decades, is certainly important and may be very influential in the decisions businesses make in marketing and ecommerce moving forward.…
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…
End-to-End Customer Experience: Key Features Necessary to Maximize Profits
Improving customer service and experience has been a key driver for Coveo customers as they look to provide better self-service to reduce call volumes. But in today’s tight labor markets,…
How AI-Driven Immersive Customer Experiences Benefits Businesses
Immersive, digital experiences directly impact businesses’ bottom line by making personalization a two-way process. The key? Doing so efficiently. Traditionally, personalization meant showing users content that was similar to what…
Impress Your CFO With These Customer Experience ROI Formulas
In many companies, when justifying your customer experience (CX) technology investments to your CFO, cost-cutting KPIs are king. Most benefits cited for the CX tech stack are usually around operational…