AI has become an integral part of the modern business landscape, with some brands already leveraging its power to transform their operations. In a recent Gladly Connect Live 2024 panel , CX leaders from three brands — Rothy’s , Breeze Airways , and BSN Sports — discuss their...
Customer loyalty is becoming the main competitive advantage and the greatest currency for ecommerce brands. To thrive in the “ loyalty economy ,” brands need lasting, high-value relationships with customers. For this reason, companies are looking for every technological advantage possible to...
Early attrition is a common and expensive problem for contact centers. However, it is possible to cut call center attrition rates and the associated costs. COPC has partnered with Centrical to bring you the Improving Contact Center Retention Series, where we will explore how organizations...
With the promise of improved efficiency , deeper insights, and richer customer experiences , artificial intelligence (AI) has captured the imaginations of companies across all industries — and ecommerce is no exception. But how can ecommerce companies cut through the hype to implement AI...
Your customer service agents are the backbone of your business and the front line of your brand — the main drivers of customer satisfaction, loyalty, and overall experience. Agent influence on customer satisfaction is the reason consumers consider customer service a key factor of their brand...
During the Execs In The Know Customer Response Summit in Nashville, we reviewed the generational differences in the current frontline workforce, supported by current research conducted by COPC Inc. Senior CX leaders provided valuable input and experiences in this interactive session. We share...
Are contact center leaders deriving the maximum ROI from the present traditional model of their contact center? This question was central to the webinar with Chad McDaniel , President, Execs In The Know. Though contact centers have come a long way, the problem is inherent inflexibility...
As a customer, it’s exceedingly frustrating when brands don’t deliver on their customer service experiences. Case in point: my subscription meal kit service. Every month, rain or shine, my meal kit showed up at my door. Until Saturday. For no reason, I stopped receiving my meal kit,...
Artificial intelligence (AI) and Robotic Process Automation (RPA) remain two of the hottest topics in call centers. The promise of AI and RPA to solve service issues and reduce labor costs is gradually becoming a reality. Thanks to technological improvements and broader adoption, AI is beyond...
In my work, I frequently encounter individuals discussing the importance of being data-driven. However, the work they share usually relies on past experiences and assumptions rather than actual data. I don’t believe this is an intentional attempt to deceive or take shortcuts. Statistics heavily...
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