Customer experience

7 Signs Your Digital CX Strategy is About to Backfire

Keeping your customers unhappy for long is bound to affect your business in a negative way. Do you know that U.S. companies lose over $62 billion annually, simply because of poor customer support? You might find it quite alarming that just after one negative experience, 51% of... read more

Jedda Cain
8 minutes
Nov 30, 2018

How the Internet of Things is Transforming Customer Experience

The IoT (Internet of Things) is one of the most popular phrases in the tech industry at the moment. The technology is rapidly expanding and so are the number of devices. In fact, IHS Markit expects that by 2030, 125 billion devices could be connected via the IoT. So what exactly... read more

8 minutes
Nov 20, 2018

Is Augmented Reality Marketing the Next Big Thing

The forecast for the global augmented and virtual reality market size is pretty clear. We should expect to see massive growth by 2022. How massive? 209.2 billion dollars massive! Augmented reality is one of the most important technology trends at this point. It’s extremely... read more

Patricia Wilson
8 minutes
Aug 20, 2018

How to Deliver Outstanding Customer Experience Using Cognitive Solutions

Customers run any business today. They have the power to evangelize and grow your brand organically to the next level. This demands pure persuasion in terms of learning from your customers, understanding their behaviours, their attitudes, their lifestyles that can influence their... read more

Meenakshi Krishnan
7 minutes
Jul 24, 2018

How to Exceed Customer Expectations using SaaS Tools

Customer experience has evolved into a strong differentiator among businesses of all kinds and functions of today’s age. Going by a research conducted by the Walker Information, customer experience will overshadow price and product as the primary brand differentiator by the year... read more

Jarred Cornell
7 minutes
Jun 28, 2018

How to Create the Best Customer Service Experience

The best customer service experience I ever had was when the computer systems company we were working with sent us pizza. I know. It doesn’t sound like that crazy thing but hear me out and I’m pretty sure you’ll too consider it an awesome customer service experience too. What... read more

Margaret Reid
6 minutes
Jan 23, 2018

Easy Things You Can Do to Improve Customer Experience

During the day I write about customer service, online business and the best use of LiveChat. But after work I like to go out and take a look around at the things that can be improved in customer experience. You can’t really blame me, can you? Restaurants, coffee shops, airports,... read more

7 minutes
Jan 16, 2018

Improving The Digital Customer Experience of Your E-Commerce Business

ECommerce can be a tough nut to crack. According to a Monetate study, less than three percent of eCommerce visitors add a product to the cart while shopping online. The actual number of paying customers is much lower. There are many reasons why conversion rates in eCommerce are... read more

Anand Srinivasan
5 minutes
Jan 10, 2018

The Ultimate Guide to Creating a Customer Journey Map

A customer journey map is a way to graphically present the whole experience of your customer when he interacts with your business. This means illustrating his whole journey – from finding out about you to buying from you and beyond. The purpose of the customer journey map is to... read more

Martin Zhel
10 minutes
Dec 6, 2017

How to Measure Customer Satisfaction

A long time ago, entrepreneurs were struggling to provide buyers with high-quality products and reasonable prices. While these elements of the business are still very relevant, they are gradually losing the race against customer satisfaction. Namely, recent surveys revealed that... read more

Rachel Bartee
6 minutes
Dec 4, 2017

Business 101: The Benefits of Customer Centricity

Many business owners like to stress how important their customers are. They talk a lot about customer happiness and claim that their mission is to make people’s lives better. Having that in mind, let’s recall all the times we, customers, have spent in queues. How many times we... read more

5 minutes
Nov 24, 2017

Why Customer Experience Manager Job Matters More Than You Think

Customer Experience Managers (CXM or CEM for short) have recently raised as one of the top priority positions in many international companies. While the processes and job descriptions worldwide are still very much flexible and not set in stone, one has to wonder what all the... read more

Angela Baker
4 minutes
Nov 21, 2017

What is Customer Service Experience

Customer service experience is the experience that a customer has with a brand. It includes many different areas, such as web design, ease of ordering, and speed of delivery. Customer service experience focuses on one specific area: service. It is about a customer’s opinion of... read more

Hyun Lee
6 minutes
Oct 6, 2017

Delivering Customer Service: Making The Waiting Experience Enjoyable

Waiting creates an unnecessary break and theft of precious time, especially on a busy day. When customers are about to wait longer than expected, they leave. The good thing is, you can prevent such things and prove to your customers that your service is worth of waiting. You can... read more

Ian Pearson
4 minutes
Sep 29, 2017