Cutting-edge Customer Experience. Ideas, guides, and trends to optimize your service operations.
Why Are We Still Managing Customer Service Like It’s 2005? An Excel sheet is still the “CRM” for many organizations. And while it may seem unbelievable, according to IMD (2021), 61% of companies still face...
For years, traditional chatbots have been the first line of contact for many companies, and automating basic responses was enough to ease the workload for human teams. But the reality has changed: today’s consumers don’t...
In an increasingly digital and connected world, consumer expectations have evolved significantly. Today, customers expect a seamless and consistent experience when interacting with brands, regardless of the channel they choose. To achieve this, companies must...
In the healthcare sector, operational efficiency and patient experience are paramount. Each day, there is an increasing demand for medical services and personalized care, requiring processes to evolve and adapt. One effective solution to these...
2024 was a year of innovation and personalization, laying the foundation for what’s expected in 2025 within the customer experience (CX) field. Generative AI and automation played a central role in optimizing customer service, introducing...
Consumers seek quick responses, personalized solutions, and optimal attention, regardless of the channel they use to interact with the company. To meet these requirements, companies are starting to adopt technological tools that optimize processes and...
Customer service and customer experience are concepts that are often confused. However, although both are related to the interaction between a company and its customers, they represent different focuses and impacts on the customer’s perception....
Customer experience has become the key differentiating factor across various business sectors. Thus, implementing new tools to enhance and improve customer service is crucial. Generative Artificial Intelligence has evolved from basic content creation to more...
The biggest challenge for companies is to constantly improve the customer experience. Therefore, the key to success lies in how organizations manage these relationships. To meet these challenges, CRM (Customer Relationship Management) has become an...
Digital interactions have become something innovative; Customer Experience (CX) has evolved in ways that would have been unimaginable just a few years ago. As time goes by, companies have adopted and expanded their digital communication...
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