In my last post we talked about what Trust is, why it’s more important than CSAT or NPS, and how it can easily be measured and tracked in real-time in all customer communications (surveys, emails, chat, transcribed phone calls etc.) Today I’d like to share 5 ways to
Measuring Customer Experience is important, right? We need to know how customers feel about their interactions with us. We can’t improve what we don’t measure. But what are we doing with the data we gather? And is gathering, analyzing and reporting on that data truly
Suman Reddy, MD, Pegasystems, India ‘AI models need to be tuned to be more empathetic to customer needs’ If we want humans to trust artificial intelligence (AI), then we need to incorporate empathy, which is at the heart of ethics issues related to AI systems, says Suman
In the digital era, customers expect contextual, intuitive and experiential engagement with businesses across touchpoints. As expectations rise, contact centers have evolved from voice telephony to proactive, agent-less, self-enabling hubs that deliver personalized, omni-channel customer experiences. By 2020, Digital 2.0 technologies such as machine learning (ML),
This article is an excerpt from the CustomerThink research report Customer Experience at a Crossroads: What Drives CX Success?, based on a study of 200+ CX initiatives in 2018. While industry experts generally agree that customer experiences include all interactions and the resulting customer perceptions[1], there is
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