I recently contacted my cable company to make a few changes to my service and reduce my bill—something that should be a simple, straightforward task. Instead, it became a frustrating journey through two different channels, on four separate occasions, which consumed four hours of my time.
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Transforming customer experiences
Midsize companies are leveraging their customer feedback generally in more useful and sophisticated ways compared to other sizes of companies, ultimately driving better customer experience (CX), Metrigy’s Customer Insights & Analytics 2023-24 research study shows.
Signs are already pointing to a busy holiday shopping season. Spending on nonessentials is trending up despite higher interest rates, inflation and a cooling labor market.
Jodi Reuven celebrates demonstrating our new AI-powered Enlighten solutions for customers, agents and businesses at NiCE’s Interactions 2023 as a pivotal moment in her career.
There’s little doubt that today’s consumers are a fickle and demanding bunch. Easy access to product and pricing information has shifted power away from brands and towards customers.
Strong soft skills have an outsized impact on customer sentiment and, by extension, on the customer experience (CX).
The do-it-yourself ethos has gone digital. In today’s impatient world, the old adage “If you want something done right, do it yourself” has become a mantra for customers seeking instant gratification.