March ushers in Women’s History Month, a time when businesses of all stripes celebrate the extraordinary contributions of women in the workplace. But while women in CX have significantly influenced their support centers, there’s still ample opportunity to elevate more of their talents to...
As AI and automation become more essential to customer service and support teams, brands that learn to adopt and integrate these technologies effectively will have a substantial advantage in the fight for customer loyalty. We spoke with experts in customer service from Victoria Beckham...
Whether it’s semi-annually, annually, or even after several years, software contract renewals are a crucial moment for technology buyers at every company. From picking CMS infrastructure to choosing customer service software, these third-party solutions play an integral role in an ecommerce...
CX leaders have long relied on outsourced customer service teams — also called business process outsourcing (BPO) call centers — to provide additional CX resources. This practice is especially common during busy seasons, like the holidays. But while BPOs can provide a quick boost of temporary...
What Is CX Maturity? Customer experience is about far more than just a customer’s latest interaction with a brand, its products, or its services. It’s about more than that brand’s retail or support teams. It’s even about more than the people and processes behind those teams. Take a...
It shouldn’t surprise anyone that the brands most loved by customers are also the most trusted brands. And our recent research on brand love backs this up. In our State of Brand Love report, we surveyed customers to build a framework for identifying, improving, and growing brand...
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...
Taking AI in-house is an option many businesses are exploring with the hopes to maintain full control over their technological infrastructure. But is it smart to implement homegrown generative AI solutions without the ongoing assistance and knowledge of seasoned experts? The decision to build...
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...
ISG Provider Lens™ Customer Experience research report published in September 2023 compared provider strengths, challenges, and competitive differentiators. CX remains a crucial priority for enterprises and ties closely with strategic goals. The report showed how enterprises are addressing...
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