Not every piece of new customer experience (CX) technology has the potential to completely replace a tool most of us use every day. Yet that’s what’s possible with rich communication services (RCS), the customer texting solution that could replace SMS and MMS for good. Read More >
On a list of ways to keep people healthy, medication adherence must be near the top. Studies have found that 40 – 50 percent of patients with chronic conditions don’t take their prescriptions. This has led some to call medication non-adherence “America’s other drug problem.”
Medications don’t work if patients don’t take them. Medication non-adherence is believed to cause 100,000 deaths and $100 billion in medical costs every year. Some patients forget to refill. Others stop after noticeable symptoms recede. And for many, medications are perceived to be too expensive. Read More >
If customer service plays an important role in your business, you’ve probably heard the term “cloud contact center.” But if you’ve had a premise-based contact center for years that’s operated well enough, the idea of having a contact center in the cloud might raise a few questions. Read More >
In today’s crowded marketplace, it’s harder than ever to attract new customers and build loyalty with first-time buyers. Here’s the fact: when customers have more options, price and product are not enough to differentiate you brand anymore. Customer experience has become the third differentiator, and it’s becoming more important than the other two. As customers seek enjoyable buying experiences, follow these steps to optimize customer experience at your company in the next year.
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Not long ago, grocery shopping happened solely in-store, and banking was done with the help of a human teller. But the internet, social media and mobile devices have dynamically changed this relationship, and consumers have come to expect much more from their brand communication. It’s crucial to know what customers want from customer service. Read More >
From small business owners to global influencers, chatbot customer service has been hyped as one of the most important customer experience solutions for businesses today. No matter what the customer is buying, be it software from an online giant or carnations from a local flower shop, a chatbot may be there to help drive the purchase. So for business owners and IT pros who want their bot to stand out, be sure to consider an NLP chatbot and conversational UI. Read More >
Even the most advanced technology may not resonate with customers. Instead, your customers want the best solution for their specific problem. That’s why customer-centric product management and customer-centric product development are so important.
In other words, you need to focus on building a great customer experience from the earliest stages of enterprise product management and at every stage after.
Adding self-service technology, like kiosks and IVR, to purchase and customer service processes has obvious benefits for meeting millennial consumer behavior. But the benefits go beyond this one demographic. From schools to corporations, you find people of all ages buried in their smartphones, looking for quick answers to simple problems. That’s why it’s so important to focus on the self-service customer experience.
Do you want to create the best experience for your customers? Do you want to thoroughly engage employees? How about increasing productivity throughout your organization? Then it may be time to rethink how you build your teams. To see results, try out an increasingly popular “disciplined agile” approach that starts the moment a team comes together by maintaining stable teams.