customer experience

How Good Employee Practices Feed Into Great Customer Experiences

PHOTO: Ryoji Iwata The service-profit chain is a widely adopted business theory that states that companies should take care of their employees first, because doing so will result in employees delivering a better customer experience, creating loyal customers who generate greater profits. The theory was originally put forth in a Harvard Business Review article in 1994, but converting the service-profit chain...

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Introducing AI Into the Customer Experience #DXChat

PHOTO: Jon Tyson With pressure on businesses to differentiate on the basis of the experiences they offer their customers, the option to use artificial intelligence (AI) to improve experiences seems obvious. With AI, businesses can automate back end processes, parse through the huge quantities of data to pinpoint insights and lighten the load of customer support. But as some well-publicized AI failures have...

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What Comes Next for Chatbots and Customer Experience

PHOTO: Teacher Traveler Chatbots are a simple and fun way to help shoppers find what they are looking for and enhance their online customer experience. Thanks to recent advances, web developers are now creating chatbots that are ever-more human, aiding the flow of communication by recognizing verbal patterns and interpreting non-verbal signs. Chat applications such as WhatsApp and Facebook messenger allow...

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Don’t Base Your Brand Community on Hope: Research Matters

PHOTO: Artotem There are two ways to build a brand community: ask for budget, cross your fingers and hope you’re gathering the right people in the right way; or research potential and existing members and leaders in your organization to find out exactly how a community can best serve the needs of both groups. The latter sounds tedious and time-consuming and,...

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The Symbiotic Nature of Customer and Employee Experience

PHOTO: Shutterstock Human resource management(HR) in the enterprise has undergone one of the most dramatic digital transformation processes in the organization. If this has been driven by the adoption of HR-focused digital platforms and the ease which they bring to employee recruitment and onboarding processes, it is also being driven by the use of digital collaboration technologies in the home. In...

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What is Intelligent Content and How Can It Help Marketers?

PHOTO: the real Tiggy Intelligent content is an approach to the management of content as a business asset that includes content that is modular, structured, reusable, format-free and semantically rich. This, in turn, makes the content discoverable, reconfigurable and adaptable for its creators, such as marketers, according to Ann Rockley, founder of The Rockley Group, who shared that definition from her book,...

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ThoughtSpot Lands $145M in Funding, HubSpot Debuts Service Hub, More News

PHOTO: Erich Ferdinand ThoughtSpot announced this week it closed $145 million in Series D funding. Existing investors Lightspeed Ventures, Future Fund, Khosla Ventures and General Catalyst participated, alongside new participants Sapphire Ventures, and other global investors. The company, which provides search and artificial intelligence-driven analytics, has raised $306 million in total funding.  Company officials stated it will use the latest round to...

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Solving the Digital Experience Puzzle to Drive Customer Loyalty

PHOTO: Jessica Rossi No industry is safe from the fierce competition taking over the commercial sector as small and mid-sized enterprises vie for customer attention against tech giants who have mastered the trade. In the past few weeks alone, we’ve seen Amazon make major moves against Walmart to continue dominating the global ecommerce landscape with its in-car delivery and plans to...

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Why I Hate Customer Service Chatbots

PHOTO: bebeplace My recent experiences with artificial intelligence-powered chatbots, especially those used for customer support, have left me feeling irritated rather than amazed — and I don't think I'm alone.  How do I hate chatbots? Let me count the ways:  Chatbots Want to Talk Your Ear Off If I chat with a human being, I can express complex issues and speak in...

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Customer-Centric? Employee-Centric? How About a People-Centric Culture

PHOTO: Nicholas Green While customer experience strategies and transformations must include a priority focus on the employee experience, they often don’t. Many companies believe they can improve the customer experience without improving the employee experience. Big mistake. The correlation is real. Happy employees lead to happy customers. So why don’t we just talk about people experience strategies, instead? Let’s focus on making...

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