Marra CX Hub Top 3 CX Articles for the Week of October 21, 2024
Week of October 21, 2024
Elevate Your Customer Experience Strategy with Marra CX Hub’s Weekly Insights
We know it’s hard find time to keep up with the continually evolving Customer Experience (CX) landscape. We’ve got you covered.
Every week, we bring you the Top 3 CX Articles, handpicked by us to help you stay on top of the latest trends, insights, and innovations. Dive into the latest CX game-changers and empower your team with the knowledge they need to create unforgettable customer journeys that drive brand loyalty.
What Retailers Can Learn from Online Casino Customer Service
(Customer Service Manager, Mark Jefferies) Online casinos know how to keep players happy, and guess what? Retailers could learn a thing or two from them. No, we’re not saying your local grocery store needs to start offering jackpots (though imagine the lines if they did). However, in customer service, casinos are on another level. They’re experts at making you feel valued, heard, and ready to return for more.
https://www.customerservicemanager.com/what-retailers-can-learn-from-online-casino-customer-service/
Gary’s Take: I am not a gambler and do not go to Casinos, but I love this analogy. Casinos know how to treat their customers and keep them coming back for more! Add to that mix the need for crystal clear transparency and pour on the VIP treatment and you have a winning mix!
How AI-Powered Text Analysis Is Revolutionizing Customer Experience
(CMS Wire, Peter Zaidel, Sponsored Content: Alchemer Pulse) Open text analysis empowers companies to harness AI, scale insights and deliver better customer experiences to improve retention and growth.
Gary’s Take: While this is Sponsored Content, it is a good simple, breakdown of one the most useful applications of AI. For all the hoopla about AI and technology, why is Customer Experience Quality levels at an ALL TIME LOW? Because we are focusing on the wrong things and relying on the technology to bail us out. This article walks you through the value of open text analytics…or in simpler terms—taking in all the commentary “out there”—that is, text base responses (as opposed to numerical scores on surveys) and synthesizing it into simple digestable, useful forms.
New Five9 Study Finds 75% of Consumers Prefer Talking to a Human for Customer Service
(BusinessWire.com) New Five9 data highlights the continued importance of the human touch in CX, as 75% prefer talking to a real human in-person or over the phone for customer support, indicating that brands need to improve online customer support.
Gary’s Take: How many times did you find yourself yelling “Agent!” into the phone this week? I tried unsuccessfully to reach the RMV about an issue on 4 different phone numbers myself this week! While some point to a generational gap when it comes to customer service preferences, this article clearly breaks it all down by age groups. The bottom line…people still want to talk to people. For now. Thankfully.
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