customer-service

Guided CX Insights

Track trends, get tips, and explore new ideas in Guided CX.

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Guided CX

Build trust - and sell more coverage - with human CX in digital insurance

It’s never been easier to compare and switch insurance providers. In just a few clicks, they can see side-by-side comparisons and change providers. This makes the role of customer experience (CX) in insurance even more crucial. Let’s explore how prioritizing human-centered CX in insurance can not only foster trust and loyalty but also drive sales and revenue growth in a highly competitive industry.

Customer Service

The importance of empathy when delivering exceptional customer service

Technology has completely transformed the call center … but is it for the better? In some ways, yes. But as we’ve embraced more and more technology, we’ve lost sight of arguably the most important aspect of customer service: empathy.

Customer Service

2023 CX trends to watch in financial services

Banking and financial services are undergoing a drastic transformation. The customer experience in 2023 looks a lot different from just five years ago, and finance CX leadership must keep up with evolving customer expectations and market trends to stay competitive. Here’s a look at four key trends and predictions in finance CX to know now. Be sure to download our 2023 CX trends infographic for a summary you can reference and share with your team.

Customer Service

Four skills to develop in your customer service team in hard times

If you’re in customer service management, being able to lead your team through tough times isn’t exactly on the job application. But as we head into a potential economic downturn on the heels of a pandemic, we’re thinking it probably should be.

Customer Service

Genuine empathy will be mission-critical to CX in 2023

This is an excerpt from our recent ebook, CX Trends & Predictions for 2023: Seeking Stability. Grab the full report here.

Customer Service

Four customer service management trends for 2023 you’ll need to prepare for

Want to deliver outstanding customer service in 2023? You may have to refresh your approach.

Customer Service

The top 5 applications of AI in CX for 2023

This is an excerpt from our recent ebook, CX Trends & Predictions for 2023: Seeking Stability. Grab the full report here.

Customer Service

10 hard-hitting customer service stats (and what to do about them)

It certainly isn’t a boring time to be in customer service. Customer demands are changing. Competition for consumer dollars is peaking. And companies are depending on the customer service team to be the frontline for a differentiating CX. Building the kind of stellar customer service experience that sets your company apart isn’t easy. But it can help to zoom out and see what kind of lessons there are to learn from the wider landscape. To that end, we’ve compiled 10 significant stats that illustrate where customer service is at, where it’s going and what you can do to improve your own. Let’s dive in:

Customer Service

Pandemic-born CX trends with staying power for 2023

This is an excerpt from our recent ebook, CX Trends & Predictions for 2023: Seeking Stability. Grab the full report here.