CX Today’s Post

Avoiding the Top Self-Service Pitfalls to Deliver an Exceptional Customer Experience How can enterprises avoid costly and potentially embarrassing limitations, while continuing to reap the benefits self-service delivers? 👇 #cx #ccaas #customerexperience #selfservice | Local Measure

Companies with superior #EX metrics tend to have superior #CX performance. Read the latest The Works interview with Malcolm Koh, our head of customer experience advisory on what smart companies need to do to deliver success on both sides.

🤖 Digital agents should be streamlining interactions and providing 24/7 support, but there are notable pitfalls to take into consideration when integrating them in your Customer Experience. Read our latest blog to learn more 👇 #CXaaS #VirtualAssistants #DigitalAgent #CX

A few weeks ago, I did a post on #CX Nightmares, with a Christina McAllister article on Baffling Service Experiences. I made the point that I find bad customer experiences especially frustrating because I know what's available and have an opinion on how it should be done. Blair Pleasant shared this excellent article in No Jitter in a similar theme and had some recommendations on how it could (should) have been done, including two-way messaging, true omnichannel, context/content continuity, consistent processes, video options, WFO/WFE tools and cloud-based platforms. I agree wholeheartedly. I think that too often we see companies focusing too much on redirecting traffic toward less expensive channels - sometimes forcing this. The problem is that in many cases, the reason for the issue is a slightly different - it needs to be explained (even when conversational #AI is used). A person is necessary. That person needs to be enabled with tools. My quick recommendations - make it easy to contact you (web/app callback is ideal), use natural language, offer digital self-service while waiting (text is ideal for this), use Generative AI to guide the agent and survey the customer. There's much more to it than that, but these tools are no longer beyond the reach of all businesses because #cloud has made them available and cost effective. Oh, by the way - Cloud Design Solutions LLC can help with this journey. What are your thoughts?

Learn how #AI-driven products can reduce resolution time and increase customer satisfaction scores, which is one of the many use cases we share in our latest blog. 🌟 Explore real-world examples and success stories. 🚀 Learn practical strategies for integrating AI into your service model. 💡 Find out how AI not only speeds up service but also enhances its quality. #GoodRead #UseCase

Companies with superior #EX metrics tend to have superior #CX performance. Read the latest The Works interview with Malcolm Koh, our head of customer experience advisory on what smart companies need to do to deliver success on both sides.

AI is revolutionizing the customer experience, and it's not just benefiting the customers. By leveraging data collected throughout the customer's journey, AI acts as a "co-pilot" for agents, providing them with valuable insights and suggestions to better serve each individual customer.   Check out the full article to learn more about how this technology is transforming the way businesses interact with their customers. #customerexperience #CX

💡Interesting study from Forbes about customer experience. I'm a big believer in tech being an enabler. It should enhance the interactions customers have with organisations...not provide an excuse for lack of human contact or add layers of frustration. If you are trying to find the right balance in your organisation and would value a chat drop me a message. We will help you to understand what the right balance is for YOUR customers and then measure the experiences you are delivering 👍🏻. #customerexperience #measurement #tech #AI

Further integrating tech into CX won’t dehumanize the sector. Automating some services frees up time for workers to deliver personalized, more meaningful experiences in other areas, improving both productivity and customer satisfaction. #CX #technology #customerservice

🤷♂️ Why is Customer Experience Still Falling Short? Investing in AI and tech should improve customer experience, but a recent Forbes article reveals companies are still struggling with CX. A study by CCW Digital found that only 7% of customers feel their service interactions have improved, while 55% say experiences have worsened. 🔗Read the article here: https://bit.ly/3VBlwy4. At insight6, we believe the key to success lies in technology and understanding and leveraging customer feedback. Are you ready to improve your customer experience? Contact us today to book a no-obligation consultation with your local insight6 CX expert. #CustomerExperience #CX #CustomerFeedback #BusinessGrowth