Category Archives: Customer Advocacy

Do you know that you are talking with a Chatbot?

There has been increased chatter on how Chatbots Provide New Opportunities for Self-Service. According to Gartner, by 2020, 30% of web browsing sessions will be done via voice rather than a screen. A new wave of enterprise applications harnessing intelligent … Continue reading

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Mobile Customer Experience

Bruce Temkin is a customer experience visionary, speaker, advisor, and researcher who co-founded the Customer Experience Professionals Association. In his Customer Experience Matters article, Temkin explains 2017 will be the year of purpose, as companies will be elevating purpose and … Continue reading

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Everyone talks about creating innovative experiences. How do you actually deliver?

According to Forrester Research, successful organizations will differentiate themselves by delivering consistent, highly secure, customizable, and scalable customer experiences. Organizations that deliver great customer experiences will realize true business impact through better operating efficiencies, improved customer loyalty, and growth. The … Continue reading

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Resounding Need for Human Touch in Today’s Digital First World

Sharing this week’s interesting read – The results of a large-scale study of more than 24,000 consumers in 12 countries published by Verint Systems, with support from Opinium Research LLC, and research and advisory firm IDC, identifies a tipping point … Continue reading

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Architecture of Customer Service

It’s been a while since I was thinking of writing about basic architecture of customer service that will definitely help every organization. Not only did we learn a lot from this architecture, but I strongly believe that this architecture will … Continue reading

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Impact of Cloud Transformation on Customer Services

Gartner predicts that by 2020 customers will manage 85% of their relationship with a business without interacting with a human. What interactions do take place will have to be quick and intuitive. Forrester estimates that 45% of U.S. adults will … Continue reading

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Delivering Exceptional Customer Experiences

Understanding your customer is the first and most critical step to creating the right customer experiences. Who doesn’t like special treatment? Whether a customer pays $100 or $1 Million, customer expectations are higher than ever. Thanks to social media, word-of-mouth … Continue reading

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