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En el competitivo panorama empresarial actual, la experiencia del cliente (CX) se ha convertido en un factor clave de diferenciacin. Los contact centers ya no se consideran simplemente centros de costos, sino que se han transformado en puntos de contacto cruciales para construir relaciones slidas con los clientes. La experiencia del cliente (CX) es cmo se relaciona una empresa con sus clientes en todos los aspectos del recorrido de compra, desde el marketing hasta las ventas y el servicio al cli
En un mundo cada vez ms conectado, la seguridad y privacidad de estos datos se han convertido en una prioridad absoluta. La transformacin digital ha revolucionado la forma en que las empresas interactan con sus clientes. Los contact centers, como epicentros de esta relacin, manejan una cantidad cada vez mayor de datos personales sensibles. En este contexto, la seguridad y privacidad de los datos se han convertido en un tema de suma importancia, tanto para las empresas como para los consumidores
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Los Chatbots y la Inteligencia Artificial al Servicio de la Atencin al Cliente. En un mundo cada vez ms digitalizado, la experiencia del cliente se ha convertido en un factor diferenciador clave. Los contact centers , ante este desafo, buscan constantemente optimizar sus operaciones y reducir costos. En este contexto, los chatbots impulsados por inteligencia artificial han emergido como una solucin innovadora y eficaz.
El futuro de los agentes de contact center es el trabajo remoto. El auge del home office ha demostrado que es posible brindar un servicio de calidad desde cualquier lugar. Esta modalidad ofrece mltiples beneficios como mayor flexibilidad, reduccin de costos para las empresas y una mejor conciliacin laboral y personal para los empleados. Los agentes del futuro sern profesionales altamente capacitados que aprovecharn las tecnologas digitales para conectar con los clientes de manera ms eficiente y
La experiencia del cliente ha evolucionado significativamente en los ltimos aos, y la omnicanalidad se ha convertido en un factor determinante para el xito de las empresas. En este post, exploraremos en profundidad qu significa la omnicanalidad y cmo puede beneficiar a tu negocio. Qu es la omnicanalidad? La omnicanalidad se refiere a la capacidad de una empresa para ofrecer una experiencia de cliente consistente y sin fisuras a travs de mltiples canales de interaccin, como sitios web, aplicacion
También conocido como centro de contacto es una empresa se encarga de gestionar y atender todas las comunicaciones con los clientes. Es decir, es el punto de contacto principal entre la empresa y sus clientes. Estos también puede ser un departamento propio de una empresa. ¿Para que sirve un contact center? La principal función es ofrecer un excelente servicio al cliente.
Your CX software solutions should improve results and provide a competitive advantage. Unfortunately, today, software vendors often sacrifice perfect code to deliver a speedy software solution, leading to “technical debt.” Technical debt slows the progress of SaaS and increases costs related to issues such as buggy software, increased maintenance, extended deadlines, and software patches.
According to a recent McKinsey analysis of talent trends , age-related work preferences are nothing more than a myth. Instead, employees of all ages tend to lean towards the same needs when it comes to work experience – mostly. It is the few caveats that separate the age groups and help unveil age-related work preferences. By understanding what employees want, you can improve your employee value proposition (EVP) and attract top talent.
If you are experiencing a critical shortage of talent and skills, it could be time to revamp your talent development. By investing in your workforce, you can overcome challenges to build a virtuous cycle to attract, advance, and retain talent. The Importance of People Development In a world of very open employer ratings, building a reputation as a company with a people development culture is critical to attracting talent from an increasingly shallow pool.
Although Artificial Intelligence (AI) streamlines customer service processes and optimizes workflow efficiency, it continues to raise questions among CX professionals. However, it’s important to address AI concerns in CX with honest answers that put things into perspective and help overcome key issues. Issue #1: Does AI disrupt customer satisfaction?
Customer engagement is a critical differentiator for your business. Understanding all the touchpoints your customers interact with your brand, from your products or services to your customer service team and content to the technology you use, offers important insights into critical moments and opportunities to create meaningful experiences. Engagement drives the emotional connections customers develop as they interact with your brand, elevating their level of involvement and nurturing loyalty.
The recent micro-store phenomenon introduces opportunities for retailers and e-tailers to improve customer (CX) and employee experience (EX). Retail and ecommerce have long focused on the bigger is better approach. However, small-format stores are proving to be an equally and, in some cases, more lucrative proposition and an effective employment value proposition to attract employees.
According to a recent Gartner Survey , only 8% of customers used a chatbot during their most recent customer service interaction. Adding to the survey’s surprising findings, only 25% of those who did use chatbots said they would use them again. In fact, B2B customers demonstrated the most mistrust of chatbots, with only 7% of participants saying they used chatbots.
Personalization in the CX sector helps meet customer expectations. As a result, it shouldn’t hurt your business but instead, provide improved customer experiences and create opportunities. However, personalization can backfire when customers feel you’ve overstepped boundaries or your operations are negatively impacted. Balancing Act We are at a crossroads where the desire for personalization is challenged by consumers who resent brands using their personal information to increase sales.
One of the biggest challenges for public companies is deciding if their shareholders will respond to customer experience (CX) metrics in earning calls. It can be a hard sell to convince executives and shareholders that CX metrics are tangible and impact earning potential. Those who risk it tend to do it poorly, which leaves them in a vulnerable position trying to field questions, including how CX metrics reflect key business results or help a business meet its goals.
ChatGPT can elevate the level of customer service you provide without the need for human intervention. However, you need to understand its functions and limitations to ensure it isn’t creating customer frustration instead. You can harness the power of ChatGPT to unlock customer service efficiency as long as you use it wisely. What are the Main Advantages of ChatGPT?
Customer experience (CX) is one of the most important differentiators for your business. Exceptional experiences help build brand loyalty but require deep CX insights that are actionable. For many organizations, the missing link for CX insights is the depth of analysis data pros provide for increasingly complex quantitative, analytical, and predictive data.
As a CX leader, you understand better than anyone that every role within a business impacts customer experience. As a result, you’re compelled to drive change by finding change opportunities across all business functions. However, becoming a thought leader who positively influences the customer experience at every touchpoint goes beyond change management.
In today’s business world, where innovation drives progress and shapes industries, a secret ingredient has emerged as a game-changer in the quest for success: the art of storytelling. And while it sounds fanciful, In the midst of data-driven decision-making and technological advancements, the ability to craft and convey a compelling story has proven to be a vital asset for driving innovation to new heights.
Customer expectations were never as high, nor have they ever been the most influential component in shaping today’s savvy consumer. Businesses are facing an increasingly competitive environment where customer experience (CX) has become the driving force behind success. The convergence of technology and customer-centric strategies has paved the way for a new era of customer-led growth.
The success of any business hinges on its ability to foster a motivated, productive, and satisfied workforce. Employee engagement lies at the heart of achieving these objectives, playing a pivotal role in boosting team productivity, job satisfaction, and overall profitability. However, the challenge often lies in deciphering how to cultivate engagement within a team where employees might be hesitant to express their thoughts, question whether their voices are heard, or perceive leadership indiff
In today’s competitive business landscape, personalization has become more than just a buzzword; it’s a powerful tool that can significantly impact customer engagement, loyalty, and revenue generation. However, many small businesses are still missing the boat when it comes to harnessing the true potential of personalized experiences for their customers.
In an era marked by rapid societal changes and evolving gender roles, it seems that the world of consumer behavior is also experiencing a significant transformation. A recent consumer trends report has turned some age-old assumptions on their heads, revealing that men are now shopping more than women. This unexpected revelation challenges traditional stereotypes and offers an intriguing glimpse into the changing dynamics of not simply the retail landscape, but strongly stereotyped gender behavio
In today’s fast-paced digital landscape, customer service has evolved from a traditional, human-centric approach to a tech-driven, AI-powered strategy. As organizations strive to enhance customer experiences and streamline operations, the integration of artificial intelligence into customer service processes has emerged as a game-changer. The traditional customer service model, while effective in its time, often struggled to meet the demands of modern consumers.
The only thing predictable about customer expectations is change. Customers will continue redefining the value proposition as many trends emerge. For example, young shoppers display a preference to shop from brands that share personal values – even if they cost more. This might involve the use of sustainable business practices, materials that create an earth-positive future, green spaces…the list goes on.
In today’s fast-paced business landscape, companies rely heavily on technology to streamline processes, enhance productivity, and deliver exceptional customer experiences. However, with the increasing complexity of systems and the abundance of data, many organizations find themselves trapped in what is known as “swivel chair syndrome.” This phenomenon refers to the repetitive and inefficient act of manual data entry and system navigation that arises from disjointed support mode
Here’s a workplace rule of thumb: people are most productive when they feel motivated about what they do and how they live. Fact. So how does today’s employer approach the rapid shift in employee priorities and retain the cream-of-the-crop talent? Because it’s true…employee expectations have never been higher. They want to be authentically engaged in their jobs and feel passionate about their working life.
The term “AI” – or artificial intelligence – is a huge buzzword in today’s marketplace and is being thrown around quite freely. The hype escalates continuously with the emergence of staggering new AI competencies. But there is also a tendency to include machine learning – or ML – under the AI umbrella, which can lead to grossly overselling ML initiatives and their abilities.
Organizations are only as good as the humans that develop and operate them – and that introduces the possibility for mistakes to be made. Most leaders would agree that mistakes are not something to welcome, but there can be a silver lining to this cloud. Executing an initiative called the “service recovery paradox” can make the difference between losing a customer or – believe it or not – increasing their loyalty.
Across all industries, the pandemic fundamentally changed how business is done. And the interesting thing is that while the lockdowns disappeared, the trends did not. Many new sales paradigms emerged and are here to stay, and today’s customers will never look back. Expectations have been set, and if anything, they are moving higher on the leaderboard.
Winners to Be Celebrated During Event in Rome on 13 October MÉXICO CITY, MÉXICO – 14 August, 2023 – Anexa BPO was named the winner of gold and bronze Stevie® Awards in the Company of the year – Diversified Services – Large ( gold ); Company of the year – Business or Professional Services – Large ( bronze ); Communications Team of the Year ( bronze ); Customer Service Department of the year ( bronze ) categories in The 20 th Annual International Business Awards® today.
In today’s fast-paced business landscape, organizations are constantly seeking ways to stay competitive and adapt to evolving market demands. Process transformation has emerged as a powerful strategy to drive innovation, enhance efficiency, and foster growth. By reimagining and redesigning existing processes, businesses can unlock new opportunities, streamline operations, and deliver superior value to customers.
There is a lot of built-up excitement out there around generative AI tools – particularly ChatGPT. The business world is convinced that these types of resources will transform the CX landscape. And while the hype is valid and exists for a reason, scratching beneath the shiny surface reveals some issues with this kind of thinking – specifically the fact that CX = customer service – nothing more, nothing less.
Digital touchpoints make up a large part of the customer journey, challenging organizations to determine which ones to make available. This is a complicated architectural question that needs to be addressed with finesse and insight in order to deliver the customer experience that consumers expect. The many and varied ways that customers interact with their brands of choice – whether it be chat, voice, augmented reality or other tech platforms – make this decision especially critical.
When looking at the customer journey from a brand perspective, it’s common knowledge that personalization factors heavily into the customer experience – which is an increasingly common buzzword in today’s business strategies. With higher-than-ever expectations, the consumer is in the driver’s seat and organizations are scrambling to deliver. And let’s face it – being able to provide your customer with those highly personalized interactions sounds good – doesn’t it?
The newest CX trends are sweeping the business world, and they’re all about ensuring that all customer service activities are focused on deepening the customer-brand connection. Here’s how. It’s 2023, and customer service has truly arrived – it’s no longer a department, it’s a philosophy. While at one time, service and experience were independent of each other, service has become baked into CX.
In today’s digital age, social media has become an integral part of our lives, revolutionizing the way we connect, communicate, and consume information. It’s no surprise that brands have also recognized the potential of social media as a powerful tool for providing exceptional customer service. In this blog, we’ll explore how forward-thinking brands are utilizing social media platforms to enhance their customer service experience, foster meaningful relationships, and build a lo
The pandemic forced the emergence of systems and technologies that not only got us through the lockdowns, but forever transformed how consumers shop and interact with merchants. The travel industry is no different. With travel again in full swing, travellers are bringing their expectations of a contactless, ultra-convenient process into the mix – and this applies to every step of the journey – from planning the trip to airport security to hotel check-ins.
Although next-level customer service continues to rule the market as a critically important business practice, it doesn’t come without its challenges. Higher interest rates, scarcity of talent, lagging digital transformation and multifaceted customer expectations are complicating organizations’ ability to deliver. Taking a comprehensive look into some of the issues facing CX leaders exposes some problems that are demanding long-term solutions in order to deliver value both for the customer and t
It remains increasingly important to create compelling experiences for customers and employees alike. Satisfied customers directly impact an organization’s bottom line in multiple ways, and creating a fulfilled employee pool has positive benefits far beyond their personal satisfaction. That said, challenges can arise when these same employees are dealing with customers that have unique or complex issues that fall outside the boundaries defined by the organization’s script or playbook.
Research suggests that a full 66% of consumers will abandon a brand unless their experience is personalized. This means that brands must do more with less while meeting soaring customer expectations, and that the future is bright for businesses that have a sharp, forward-thinking plan for providing a highly personalized customer journey without sacrificing data safety and privacy.
In today’s hyper-connected and customer-centric business landscape, understanding and meeting customers where they are is vital for success. And while we hear many buzzwords relative to the quality servicing of those same customers – like “personalization”, “engagement”, and “expectations” – there is a fundamental element at the core of these principles.
In today’s highly competitive business landscape, organizations are increasingly recognizing the pivotal role of customer experience (CX) in driving growth and achieving long-term success. The era of product-centric approaches has given way to a customer-centric mindset, where companies prioritize delivering exceptional experiences at every touchpoint.
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