Artificial intelligence (AI) is radically changing the CX landscape, creating new opportunities for customers to engage with brands, where they want to interact — and for whatever reason — from tech support and customer service to buying something. However, the use of AI doesn’t come without risk, namely its potential to alienate customers by deflecting them from human contact. To create standout experiences, AI must be combined with a key factor: empathy. Following are some key points to consider when evaluating your use of AI. Decide Where You Need Empathy When it comes to deflecting calls away from human agents, most organizations have deployed ...

Concentrix hosted our first Environmental Sustainability Roundtable on July 16, 2021, bringing together a group of like-minded clients for some good, green conversation . This virtual event was dedicated to providing a catalyst for sustainable development, fostering partnerships, sharing best practices, and looking for ways to collaborate on sustainability initiatives. The roundtable, which I co-hosted with Rick Rosso, Concentrix Executive Vice President Sales and Account Management, included sustainability leaders from our clients’ companies, representing some of the world’s top brands from a cross-section of industries. Participants told us that learning ...

The onset of coronavirus required us all to become crisis management experts overnight. Now, after more than a year of upheaval and change, the world is opening back up – giving us a unique opportunity to capitalize on what we learned to ease the journey into our “new normal.” The pandemic crisis forever changed the way we live and work. Our own personal and professional experiences leave no doubt that the societal impact of Covid-19 heightened anxieties. Our early research showed consumer concerns more than doubled within weeks, from 16% feeling highly anxious at the onset, to 39% just a month later. Companies who provided customers with peace of mind alongside ...

Data is key to understanding customers and predicting behavior, intent and outcomes. But can customer experience analysts replicate the modern success of meteorology? Tornadoes, or as we call them here, twisters, are a common sight in Texas. 100 years ago, when we wanted to find out if a tornado was coming, we had to either see it, or hear it. “It sounds like a freight train,” my grandfather, who had seen a few of them, used to say. Here in South Texas, we are at the end of the “tornado alley,” a term for the region in the United States that experiences tornadoes most often where last year alone, there were 1,676 reported so called twisters. ...

As the business world ups its competitive game for a digital age, customer satisfaction can no longer be treated as merely nice to have, or as an ambition metric for the corporate scorecard. On the contrary, it is a business essential that will determine the success or failure of brand advocacy, customer loyalty and consumer adoption and as a result, competitive advantage. Many organizations still find themselves in catch-up mode on their digital transformation strategies. But, regardless of where they are on this shift, it is critical that customer experience (CX) remains at the heart of change and innovation. Redefining CX for the 21 st century is ...