Good relationships depend on the little things, but it takes more than just first-call resolution or prompt follow-up from a sales rep to fulfill CRM's promise. Even businesses with sophisticated CRM ...
Modern consumers expect personalized experiences tailored to their unique preferences, behaviors and needs. Businesses striving to meet these expectations are turning to AI-powered knowledge graphs — ...
Service is a mission-critical activity that deserves your attention today and every day. Key findings and surprises from Bizrate Insights’ January 2024 survey of 900 online shoppers provide a ...
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Touching on touchpoints: The hidden architects of customer satisfaction
Researchers have long understood that customer satisfaction is not a simple equation. Every interaction a customer has with a ...
In this era of digital communications, your opportunities for connecting with customers, and of providing impressive service, have greatly expanded. But so, too, has the chance of disappointing—or ...
While most survey respondents aren’t averse to brands using AI as a customer service tool, 54% do want businesses to inform them when they were engaging with AI. The same percentage want the option to ...
In 2025, the integration of artificial intelligence into support engineering has revolutionized customer service, enabling companies to provide efficient, personalized and round-the-clock assistance.
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