Many companies are still failing on customer experiences

Businesses are spending hundreds of thousands of dollars evaluating their customer experience, but even when they discover friction points, they do very little to address them. As a result, they’re missing out on countless repeated customer engagements, and eventually, on higher profits. This is according to a new report from enterprise software specialists IFS which polled more than 1,700 executives …

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Microservices architecture: maintaining the customer experience

It is likely that all large companies are already utilizing microservices as part of their business strategies. But microservices — small, loosely coupled services that make up a larger application — are essential for businesses of all sizes. Unlike monolithic architectures, which contain all functionality and code within a large and complex application, microservices are discreet pieces of code that …

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What customer experience teams can learn from football – Euros 2020 edition

Excellence in customer experience is built on teamwork and a high degree of collaboration. These are also some of the traits we saw from England in the 2020 UEFA European Football Championship. From the disappointment of ejection by Iceland in the 2016 European Championship, to their most successful tournament in 55 years by reaching the final this year, it was …

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Using customer insights and advancing technologies to retain and serve your customers after Covid-19

The Covid-19 pandemic has caused many elements of our lives to change and, as a result, the behavior that we may have previously expected from our customers will also have changed too.  Lifestyle changes such as limiting the amount we travel and staying home will have had a knock-on effect in terms of how we buy products and the physical …

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The digitization of customer support is posing serious challenges

Companies that digitized their customer support channels in wake of the Covid-19 pandemic are now faced with a major challenge: customers don’t believe support is genuinely interested in solving their problems.  According to a new report from customer experience orchestration firm Genesys, customer service representatives’ concern sounds “fake” to a third (32 percent) of consumers. Furthermore, another third (31 percent) …

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Businesses fail to address root issues affecting customer experience

Most businesses have a range of powerful tools at their disposal, but are failing to make use of their full potential to address customer experience challenges, according to software specialists at IFS. Polling more than 1,700 executives and north of 12,000 consumers for its latest paper, IFS found that, while most businesses understand the value of software in improving customer …

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How automation can meet demand for incredible customer experience

It’s not unexpected for employees to have monotonous tasks to complete from time to time. However, research shows that this is becoming a major burden on the working day, with more than 40 percent of employees spending at least a quarter of their time handling manual and repetitive tasks. When those tasks take up too much time or become all …

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Customer experience now a top priority, but progress is slow

Large organizations are well aware of the benefits that come with an improved customer experience (CX), but execution is not as easy as it sounds. These are the conclusions of a new report from cloud computing firm Rackspace, which states that businesses now prioritize CX over areas such as IT security/compliance, IT strategy and digital transformation. According to a poll …

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Video could be the future of customer service calls

Video calling could play a major role in the future of customer support, according to a new report from contact center provider Puzzel. Based on a poll of 1,500 UK customers, the report states that almost a third are unsatisfied with the level of service they’ve received when contacting customer support. Of that group, 35 percent said communication issues were …

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Employee engagement a critical ingredient for successful customer relationships

The relationship between employee engagement and customer satisfaction has been well established across a variety of sectors, with the link between the two twice as strong when employee satisfaction is particularly high. This connection is especially important where customers rely heavily on customer service personnel to help them through emotionally charged experiences.  Making sure that employees stay engaged is a critical …

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