All business decisions can have an impact on how customers view their relationship with the company, as customer relationships, that is the sum of the connections that a company forms with a customer through interactions and purchases, can help businesses form the kind of loyal connections that lead to long-term profits.
Why brands cannot ignore Customer Experience
Customer Experience (CX) is nothing less than how your customers feel in the sum of their interactions with your business across all the available touchpoints of your organization. And at the very heart of CX’s importance, lies customer retention, as the very first step to be taken in building a...
Does the retail industry need sentiment analysis?
Just one negative customer experience can make over a quarter of customers leave the brand for good; at the same time, catching those positive customer sentiments on the spot could be the driving force of customer loyalty.
AI-powered Customer Service
Today, advances in technology are once again transforming customer engagement capabilities and service delivery models. And this time, it’s about much more than getting best numbers on call deflection or cost reduction.
Listening up to your customers
Being a good listener can build mutual trust and confidence, being amongst the most valued skills in both personal and business relationships.
Transforming speech analytics; from a high-level tipping tool to a customer experience disruptor
In their quest for an even better Customer Experience, customer-facing companies are starting to understand that their quest might not have to go that far. The abundance of customer information across countless interactions through all channels that took place is an unopened treasure, with all that customers think about how...