Technology empowers us to be better informed but also makes us less patient and more demanding than ever before. If Amazon or Uber give me exceptional customer service, then that is what I expect from every company or brand I interact with, regardless of size or industry. That’s the expectation economy in action. According to Gladly’s 2018 Customer Service Expectations Survey, 92% of consumers said they would stop purchasing from a company after three or fewer poor customer service experiences.
Continue reading “Six Steps for Citizen-Centric Experiences in the Expectation Economy”
As businesses move to adopt cloud platforms, the landscape of offerings becomes more complicated. I regularly write about these changes, and there’s a lot to keep track of. The root of all this is the SaaS model – Software as a Service – where applications are consumed and paid for on an on-demand basis. The business doesn’t own the platform, and IT can be very hands-off in managing things – both of which are attractive value drivers.
Continue reading “How CPaaS Differs from UCaaS, But Also Improves Collaboration”
They don’t just talk the talk – they walk the walk.
The excitement around intelligent virtual agents (IVAs) is palpable for those looking to improve customer experience. From the moment we discovered their ability to transform frustrating, IVR-based, self-service experiences into something as engaging as speaking to Siri or Alexa, we were transfixed. They had us at, “Hello, how can I help you?”
Continue reading “5 Incredibly Useful Things You Didn’t Know a Virtual Agent Can Do”