For all the complexity and hype around generative AI, there’s one business case that stands above all others: enhancing the customer experience. Brands should be aspiring to transform ordinary experiences into extraordinary ones and to make the impossible, possible. To truly understand the...
There’s one question popping up across the tech space, from boardrooms to water coolers, and everywhere in between — “How is AI going to change our daily work lives?” The conversation around AI has moved from curiosity to its potential widespread impact — with bold predictions that the...
Customer experience has taken on a new definition and dimension amidst the current COVID-19 crisis. Customer expectations have heightened as purchase priorities have shifted and buying behavior has changed. What was earlier considered as a good customer experience is table-stakes today. Most...
Like any workplace, support centers lose employees every now and then, whether they find another job or move up in the company. Unfortunately, customer service attrition goes beyond those reasons — a report from Cresta Insights shows that contact center attrition is 1.3x the national...
Watch to the full podcast here: Or click here to just listen to the audio. Today we here at CXQA Live give a big welcome to Jeremy Watkin from NumberBarn and we’re focusing our conversation on implementing the right technology into the contact center. Jeremy talks about the...
Remember road trips before technology? You’d go to the store, buy a map, and determine the best way to get to your destination. But these maps had limitations. If you made a wrong turn, you had to figure out where you were and how to get back on track. You also didn’t get any information on...
Listen to the full podcast here: Welcome, welcome. Today we have on the pod with us, Stephen Loynd. Welcome Steven, can I record this call for quality assurance? Absolutely Hailey. And thank you for having me on this beautiful Wednesday morning here in Northern Virginia. ...
Getting your organization’s customer service channel strategy right can help reduce operational costs and increase customer satisfaction. It can also be an opportunity to boost the Net Promoter Score (NPS). Customer support plays a significant role in how customers feel about an organization....
The last time you needed customer service, did you immediately contact the company by phone, email, or chat, or did you first dig around online a bit to see if you could find the solution yourself? Now consider the service channels your company offers. Have you seen a recent uptick in the use...
In this moment of crisis, when the majority of the population is self-isolating at home, technology is an even more vital tool for streamlining crisis communications between companies, their teams and their customers. Prior to the COVID-19 pandemic, IDG's 2019 Digital Business reported 91% of...
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