Drive revenue with CX
Top Customer Service Trends For 2018
Great customer service is not just about cutting costs or making operations more efficient. Instead, it’s a systematic reinvention of established technology, data, and operations…
customer service solutions
Latest Posts
Intelligence Makes Customer Service Operations Smarter, More Strategic
In the age of the customer, consumers have more information, more choices, more access, and more power. But they don’t have more time. That’s why…
November 30, 2017 | Kate Leggett
Predictions
Predictions 2018: Blended AI Will Disrupt Your Customer Service And Sales Strategy
The promise of artificial intelligence (AI) has permeated across the enterprise giving hopes of amping up automation, enriching insights, streamlining processes, augmenting workers, and in…
November 9, 2017 | Daniel Hong
Engagement Costs Aren’t Being Tamed: What Customer Service Should Do
Customers use an exploding number of communication channels to interact with a company, moving between them dependent on their context and preferences. They also use…
September 26, 2017 | Kate Leggett
Maximize value of tech
AI-Fueled Customer Service Delivers Real Results
AI will change the nature of work. Look at the rise of driverless cars and ridesharing — two services that are fueled by AI. Customer…
August 23, 2017 | Kate Leggett
AI Will Fundamentally Transform Customer Service
AI improves the economics and capabilities of everything around us. Amazon and Netflix recommend products based on our history, Yahoo and Facebook tag photos, Waze…
July 27, 2017 | Kate Leggett
Your Customers Don’t Want To Call You For Support
Your customers just want an accurate, relevant, and complete answer to their question upon first contact so they can get back to what they were…
March 4, 2016 | Kate Leggett
Online Self Service Dominates Yet Again. Why? Its An Effortless Way To Get To Your Answers
Customers demand accurate, relevant, and complete answers to their questions upon first contact – served up as painlessly as possible – so they can get…
January 28, 2016 | Kate Leggett
Forrester’s Top Trends For Customer Service In 2016
It’s a no-brainer that good customer service experiences boost satisfaction, loyalty, and can influence top line revenue. Good service — whether it’s to answer a…
January 6, 2016 | Kate Leggett
Build an insights-driven org
Just published — The Forrester Wave: Customer Loyalty Solutions For Large And Midsize Organizations, Q1 2016
I recently wrapped up my third evaluation of customer loyalty vendors, and the market has evolved slightly since 2013. First, the lines between loyalty technology…