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Guided CX Customer Service

What Amazon and Delta taught us about guided digital journeys

If you’ve ever ordered something from Amazon or taken a flight with Delta, you’ve experienced what great guidance feels like … often without realizing it. Both brands have mastered the art of anticipating needs, smoothing out friction, and making every interaction feel personal.
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SaaS Insurance

SaaS

SaaS

Do SaaS companies still need customer success?

You have a stellar SaaS product. It’s easy to use, your self-service is impressively in-depth, plus your baked-in onboarding is first-rate. This well-oiled machine can practically run on its own, which may make you wonder … do you really need a SaaS customer success team?

Five things your digital customer service might be missing

There’s much more to digital customer service than average response time. But sometimes when we’re in the weeds of operating a business, we lose sight of the big picture. We get stuck in the details and settle for “good enough.”

Crafting a positive customer service agent experience

A vital and often overlooked part of good CX is your agent’s experience (AX). If agents aren’t empowered, or worse, they’re micromanaged, it can result in a negative customer experience. While metrics are important, making sure your agents can act human is vital.

How to improve digital customer engagement for retail

The pandemic accelerated the transformation of digital customer engagement for retail. When brick and mortar stores had to close their doors, e-Commerce exploded virtually overnight. And according to a survey of 3,400 B2C companies, those that embraced digital customer engagement saw an average revenue growth of 70%.

In-store vs online: creating a single retail customer experience

Is your e-commerce site disconnected from your brick and mortar locations? If so, you’re not alone: Nearly 50% of brands say unifying online and in-store operations and data will be their biggest challenge over the next year.

Insurance

Insurance

What insurance companies can learn from banks about designing killer mobile app experiences

As the idiom goes, everybody and their mother has a smartphone nowadays.

Want to drive adoption and usage of your app? Humanize it.

The modern mobile app experience is a capital ‘D’ digital experience. As app users, we want experiences that are slick, frictionless – and (for the most part) self-service. The modern mobile app experience often involves AI-generated content, which can sometimes feel impersonal and robotic. While we increasingly may expect to ‘speak with’ an app-dwelling chatbot when we get stuck or have questions, we wouldn’t necessarily expect to interact with a real-life human inside the mobile app experience.

How the best mobile apps boost (and maintain) mobile feature adoption

As more and more of us use our smartphones to do, well, just about everything, mobile app experiences are increasingly becoming the primary arena for business-to-customer interactions.

Why you might be wasting your CX metrics (and what to do instead)

This article was informed by an infographic created in partnership with Metrigy featuring results from a 2022 CX study. You can download your copy of the infographic here.