customer experience

DSW Successfully Incorporates AI into Customer Experience

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We love our shoes! Designer Shoe Warehouse, better known as DSW, continues to find innovative ways to capitalize on that universal truth and keep customers coming back for more. From a single store just 25 years ago, DSW has become a footwear and accessories powerhouse with 500 stores and a wildly successful digital business. Today, […]

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artificial intelligence

Artificial Intelligence is Transforming Customer Care

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Will Artificial Intelligence (AI) completely transform the consumer experience and bring contact center software out of the dark ages?  Probably not for some, but it does hold promise! Keeping up with technology – and combing through all the hype that surrounds AI – can be a real challenge. It’s not surprising that many contact center […]

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SLA

Alexa, How are My SLAs Doing?

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As a large travel management company, Omega World Travel continues to break new ground operationally and in the CX it provides to customers, thanks in large part to its move to NICE inContact and the CXone cloud-native platform.  The company continues to develop innovative applications, from integrating with its proprietary reporting platform, Omegalytics, to harnessing […]

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connecting with customers

10 Tips for Connecting with Customers Emotionally

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Customer experience is the name of the game today, with more brands competing based on customer experience (CX) as a key differentiator than price or product innovation. As we’ve said before, customer experience comes down to how your customers feel about your brand. So, the importance of engaging customers and connecting with them emotionally can’t be overstated. Companies […]

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small business customer service

Digital Customer Service on a Shoestring

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A penny saved is a penny earned, right? That’s certainly true in business, and nowhere more visibly than in small and medium enterprises. The smaller the company, the smaller the budget and the more pressure managers are under to justify every expense. But there are some things no company should skimp on, and digital customer […]

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email

It Turns Out, Customers LIKE Email

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As far back as 2013, Forbes was publishing articles like, 5 Ways Email Makes Your Employees Miserable and How To Get Rid Of Email In Your Company. I can think of several technologies that have promised to replace email, like Slack and other messaging applications (e.g., Apple Chat or WhatsApp). And yet, it turns out […]

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contact center

Get Your Contact Center Ready for the Modern Age

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If you purchased a laptop in 2012 and compared it to one today it would be like comparing a raft to a nuclear submarine!  That’s because all technology has a “shelf-life”. For many IT systems this is about seven years.  This is also true for call center systems.  Why does technology have an expiration date? […]

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social customer service

Empathetic Social Customer Service Means More Than Typing Sorry

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Ever heard the expression “don’t be sorry, just change?” Sure, you have. Nowhere is this more applicable than in social customer service. It’s easy for brands to say or type “sorry,” and that’s exactly what makes the phrase less-than-helpful for customers. Everyone on social media – which is just about everyone – knows how little […]

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