A company’s brand image is shaped by everyone in the business, from back office, to Sales, to third-party distributors, to public posts on social media platforms. Leading companies are improving customer experience metrics and avoiding risks — like public customer rants — by aligning customer service and marketing programs.
In this last article of our top customer experience (CX) trends and best practices for 2018, we’ll explore two additional processes CX leaders have set their eyes on: rediscovering the fundamentals of CX programs, and augmented intelligence.
This installment of our CX Trends 2018 series examines two process trends CX executives are increasingly focusing on in 2018 and beyond.
In this second article in our series of customer experience (CX) trends, we’ll continue observing the top technologies CX leaders plan to incorporate into their activities in 2018.
Aberdeen surveyed CX leaders in companies across the globe to determine the technologies and processes they currently use to achieve Best-in-Class results.
As in years past, there is no shortage of recommendations outlining the top trends, strategies, and technologies companies must use to succeed in 2018. And therein lies the problem.
After Cisco announced its offer to acquire Broadsoft last week, I wanted to explore how the combination of Cisco and Broadsoft’s capabilities could change the contact center space.
Is digital transformation the new big data? In some ways yes, but that’s a good thing.
Amazon just acquired Whole Foods Markets at approximately $13.7 billion, which could have several important implications for the broader marketplace.
Four out of five companies are using social media as part of their customer service efforts. There’s a good reason for that.