Customer Service Delivery

Hamish White, CEO of Mobilise, shares insight into how service providers can avoid CX disasters.

A drastic reduction in media spending can lead to a decrease in market visibility, resulting in a lower share of voice and, ultimately, a smaller market share. We asked the experts how to navigate the slowdown and look for hidden opportunities.

Customers experience a brand across multiple touchpoints and at various stages of a buying journey. An omnichannel experience is not only expected by 90% of customers, a cohesive, valuable experience can pay off in spades: Adobe found that companies with the strongest omnichannel customer engagement strategies enjoy a 10% YOY growth, a 10% increase in average order value and a 25% increase in close rates.

Discover how to harness the power of customer service management (CSM) to create a future-proof customer service strategy. From resolving issues to optimising processes, learn how to drive a better customer experience in an experience economy.

Mike Wittenstein advises that all CX professionals are to try their hand at experience design – not only to look at things from the customer's perspective but to organise the business in a way that delivers better CX.

ChatGPT burst onto the scene in November 2022 — and the hype around it shows no sign of fading. But will generative AI really revolutionise digital customer experiences?

Better customer experiences are more likely to lead to faster revenue growth for brands than poorer CX experiences do.

It's no surprise that when consumer money and time are stretched thin, they are more likely to re-evaluate their spending habits and approach purchasing decisions with more scrutiny.

“Many brands want to scale customer service during the busy holiday season with chatbots and other technology, but customers want a human touch,” says Kunal Badiani, Senior Director and Head of Expansion, META, MoEngage, on navigating holiday season shoppers.

In 2022, businesses tapping into the power of AI-powered technologies to enable omnichannel, multi-experience, personalised moments will solidify customer loyalty.