We've had several recent conversations with brands that got us thinking. They were frustrated because their customer service team was drowning in repetitive inquiries while their customers were getting increasingly impatient with response times. Sound familiar? This scenario is playing out across the globe, and it's exactly why artificial intelligence (AI) has moved from "nice [...]
Before starting to write about customer experience trends for 2018, I wanted to get a lay of the land. I love when I hear more executives say customer experience is crucial to their company's business strategy. In 2015, Accenture reported that 41% of respondents it interviewed said that customer experience was critically important to its [...]
Last month, I had an unpleasant experience with a fairly large brand. I contacted the brand on Twitter. While the brand responded to me in less than an hour, it wanted me to call into customer service. But wait a minute. Didn't I just reach the brand? Didn't I just contact them for help? Why [...]
