This week in CX: new research into digital experiences and solutions; plus Medallia & Forrester
Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’re looking at solutions to expedite digital expertise, research into attitudes towards digital experiences, and research into how businesses are adapted to hybrid working. Plus, we have exclusive commentary from Medallia’s Eduardo Crespo on the UK Customer Satisfaction Index. Key news The…
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What are you doing to improve your customer service efficiency?
A recent survey by Accenture found that 52% of consumers have switched providers due to poor customer service alone. If the service a customer receives is long-winded and tedious, they’re 96% more likely to break their brand loyalty. These are staggering figures, and only further support what we already know about customer service – it…
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CX4Now: These CX and Contact Center Trends are Ones to Watch, According to These Influencers
We asked influencers and leaders within the CX and contact center spaces to weigh in on the biggest industry trends for 2023.
The post CX4Now: These CX and Contact Center Trends are Ones to Watch, According to These Influencers first appeared on Fonolo.
Grandiosity as a form of hiding
A business that says its mission is to, “reinvent local commerce to better serve our customers and neighborhoods,” can spend a lot of time doing not much of anything before they realize that they’re not actually creating value. A non-profit that seeks to create “fairness and equity” can also fall into a non-specific trap. Far […]
“What do you do around here?”
There are lots of useful, honest answers. Some might include: I do what I’m told I challenge the status quo I show up on time I solve complicate problems I absorb nonsense and create calm for others I raise our standards I help people feel seen I’m steady I don’t cause trouble I bring energy […]
Culture, care and typography
I’ve been fascinated by the way we set type since I did my first packaging forty years ago. It’s a combination of tech, art, systems, culture and most of all, deciding to put in the effort to get it right. [This is a long post, it would have been a podcast, but it doesn’t really […]