InMoment XI

DECEMBER 9, 2024

Generative AI is making waves, societal shifts are redefining expectations, and customer experience design is evolving beyond transactions into transformative journeys. Lets dive into the hottest trends and their implications for experience improvement. Winter 2024 is heating up the CX landscape!

Trends 195

Trends Self Service Roadmap Customer Centricity 195

BlueOcean

JANUARY 6, 2020

The challenge, however, is that the more complex the customer journey, with more channels and points of contact in a single customer journey, the more effort (read: expense) is required from an organization to resolve each interaction – and often, as shown in the graph above, more customer effort is required to reach resolution.

Omni-Channel 177

Omni-Channel Customer Care Self Service Wait Times 177

Solvvy

APRIL 11, 2022

People are more stressed than ever, so it’s no surprise that customer service agents are feeling the heat when interacting with customers frustrated by shipping delays, product supply issues, website questions and…bad days. So how can we de-escalate angry customers?

Self Service 91

Self Service Guidelines Customers Knowledge Base 91

Myra Golden

APRIL 11, 2023

Similarly, implementing a self-service option without considering the needs and preferences of your customers could lead to a poor customer experience. Another common pitfall is focusing too much on cost reduction at the expense of customer service.

Strategy 52

Strategy Contact Center Average Handle Time First Call Resolution 52

Bold360

DECEMBER 1, 2016

CX software aids companies in offering more personalized experiences and more accessible customer service through self-service functionality and rich support portals that grow and evolve with the business to adapt readily to customers’ needs, helps to reduce lengthy wait times when customers contact call centers, and much more.

Software 40

Software Customer Experience Company CRM 40