• Customer Experience Vs. Customer Service – Proactive Vs. Reactive

    Customer Experience Vs. Customer Service – Proactive Vs. Reactive

    Customer experience (CX) is becoming the number one business differentiator and driver of growth. It is the battleground upon which customers are won and lost. Research suggests that by 2020, CX will even overtake price and product as the main reason why consumers choose one company over another. In fact, 81% of customers are already
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  • What Is Customer Experience, and Why Is Good CX So Important for Good Business?

    What Is Customer Experience, and Why Is Good CX So Important for Good Business?

    Focus effectively on customer experience (CX) and your business will witness significant performance improvements across the top- and bottom-line. This is the key takeaway from a recent study by Forrester Consulting, which established that experience-led businesses have 1.6x higher brand awareness, 1.9x higher order values, 1.6x higher customer satisfaction rates, 1.7x higher customer retention rates,
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  • How AI Can Supercharge Customer Service

    How AI Can Supercharge Customer Service

    What separates a regular customer from a loyal brand advocate? Great customer service, that’s what. As such, it should be no surprise that many forward-thinking companies are already experimenting with artificial intelligence (AI) technology to improve their processes and service their customers better. Primarily, AI is currently being deployed in customer service as a means
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  • Harnessing the Power of IoT to Drive Business Growth

    Harnessing the Power of IoT to Drive Business Growth

    The Internet of Things – commonly referred to as IoT – is drastically transforming the way society functions and how businesses are run. Be it manufacturing, transportation, telecoms, logistics, retail, finance or healthcare, IoT technology is on course to disrupt practically every industry, and it’s opening up new opportunities for businesses the world over. According
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  • 5 Customer Service Tools to Boost Your Business

    5 Customer Service Tools to Boost Your Business

    Customer service has never been more crucial. In today’s highly-competitive business environment – much of which is now being battled out online – customer experience has become the number one business differentiator and driver of growth. Customers are looking for the ultimate experience when deciding which brands to buy from and do business with, and
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  • The Top 10 Customer Experience Trends in 2018

    The Top 10 Customer Experience Trends in 2018

    The customer service industry will experience the biggest digital shift yet in 2018 as customer experience (CX) brand leaders seek to expand channels, leverage analytics, adopt automation, and integrate the front office with back office operations. CX pioneers should prepare for a surge in the adoption of disrupter technologies like artificial intelligence (AI), digital self-service,
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  • The Top 10 CX Trends in Customer Support for 2017

    The Top 10 CX Trends in Customer Support for 2017

    In 2016, the customer management services industry experienced rapid growth of game-changing technologies, fuelling digital transformation across the business. In 2017, creating effortless customer engagement and revolutionizing customer support will be the new imperative, allowing business to meet consumer expectations. According to Chris Lord, Global Head of Strategy and DigiCX for Hinduja Global Solutions (HGS),
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