Customer satisfaction rates have been declining over the past few years. Can CCaaS help? Cavell’s Voice of the Consumer Report 2024 has shed some light on the state of customer satisfaction and CX delivery, and it has some alarming
Read MoreCX in 2024 and beyond: Navigating the cloud revolution and the Amazon effect Contact centers have far exceeded their traditional role as a simple hub of information and issue resolution for customers. They are now strategic assets deeply integrated
Read MoreIs GenAI driving as much innovation as we initially thought in the CX landscape? The CX landscape is ever-evolving, and GenAI seems to have boosted it to new heights. Or has it? GenAI offers a range of tools to
Read MoreThe importance and benefits of a unified cloud platform for CX In today’s digital era, customer expectations are sky-high and business agility is non-negotiable. This means that delivering stellar CX must be a core concern for businesses, regardless of
Read MoreLeveraging CX tech to improve customer retention Customer retention is one of the most important metrics for any business. It measures how well you can keep your existing customers happy, loyal, and engaged with your brand. But in today’s
Read MoreThe importance of tracking customer satisfaction metrics to deliver better CX In today’s hyper-connected digital ecosystem, where every click, swipe, and tap leaves a digital footprint, organizations face a dual challenge: meeting customer expectations and staying ahead of the
Read MoreThe latest developments in customer journey orchestration Customer journey orchestration is the process of designing and delivering seamless, personalized, and consistent experiences across multiple channels. It is a key component of CX management nowadays, as it enables businesses to
Read MoreGo green or go home: the importance of sustainability for CX in 2024 Customer experience is no longer just about satisfying customers’ needs and expectations. It is also about delivering services that are environmentally friendly and socially responsible. This
Read MoreThe evolution of shopping habits and how they have affected the CX landscape Over the past few years, customer behavior has undergone significant transformations, especially after the more permanent lifestyle changes influenced by COVID-19, such as shopping habits. More
Read MoreCCaaS providers experiencing customer exits with ‘COVID contracts’ expiring We are one month into 2024 and many CCaaS providers are seeing customer exits with their standard 3-year contracts ending with the dawn of the new year. With the COVID-19
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