Today’s business climate is creating a difficult balancing act for CX leaders. On one hand, they’re looking to provide customers with excellent service while providing omnichannel engagement in customers’ preferred channels. On the other hand, hiring skilled labor and retaining a trained workforce continues to be challenging in the current market. These opposing criteria can strain contact center operations and effect their ability to provide customer service at the...
Text messaging is quickly becoming customers’ preferred way of connecting with brands because it’s fast, easy, and convenient. But new research shows customers don’t just want to receive messages from brands, they want to be able to text back and have two-way communication, which presents new opportunities and challenges. In 2022, 70% of consumers opted in to receive texts from businesses, according to SimpleTexting’s 2022 Texting & SMS Marketing Report, yet...
Artificial intelligence (AI) has been around for decades but its promises – a deeper understanding of customer intent, and better and faster experiences for...

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