Transforming CX with Voice Technology

A recent Forrester’s survey found that in the first half of 2022, nearly 20% Of Brands have reported a Drop In Customer Experience Quality.  This, unfortunately, is not terribly surprising as in addition to COVID, in 2022 businesses have been...

With the recent success of Netflix documentary “Tinder Swindler” viewers’ attention has been brought to the growing world of dating app scams. The documentary follows the victims of Shimon Hayut, who went by Simon Leviev, posing as a Russian...

In the age of digital transformation, businesses are striving to outdo one another based on their customer experience (CX). It goes without saying that customer experience (CX) is becoming increasingly important for companies.  And with the growing...

It is hard to believe that it has been over two years since the COVID pandemic started. As the world adapts to a new “normal” it is time for CX professionals to reimagine our industry for a post-pandemic society. During COVID-19 countless e-commerce...

Most companies today have been treating customer service as a very basic aspect, to the point of completely underestimating it. Unlike engineering, sales, or marketing, which are vital to the success of any business, Customer Experience (CX) is vital...

There is no one-size-fits-all approach when it comes to customer experience. According to the Harvard Business Review, CX is “the sum-totality of how customers engage with your company and brand, not just in a snapshot in time, but throughout the...

Empathy is a term often used in relation to Customer Experience, but in order to understand its importance, it is vital to spell out what it is.  A straightforward definition of empathy (according to Merriam-Webster) is:  “Empathy is the...

Providing an exceptional experience for consumers is incredibly vital in maximizing customer loyalty and maintaining retention. TikTok is the new kid on the block when it comes to CX channels by leveraging your loyal clients to post organic content...

The Global AI Agenda, an MIT report from March 2020, found that customer care was one of the top use cases for AI. 60% of respondents said they believe “AI will play a role in 11 percent to 30 percent of their processes.”  The overall implementation...