Companies are now using AI more broadly to optimize the Customer Experience as well as the Employee Experience. Using a platform that can bring AI,…Continue readingHow are you planning to improve CX and EX in your support organization?
The amount of effort that the customer has to make to get technical support has a direct effect on customer retention. Low automation and unconnected…Continue readingHow are you measuring and optimizing customer effort?
When support organizations focus on AX (agent experience), on average it drives over 19% productivity with an 11% higher customer satisfaction score and it also…Continue readingBetter rep experience drives positive outcomes
More than 75% of customers expect support agents to have the context and information to effectively solve their problems. Yet nearly half of agents almost…Continue readingHow are you helping your support teams with automation?
Companies get burned trying to follow a project-based path to AI adoption: pick a problem, build a model, see if it works, then put it…Continue readingHow are you approaching AI investments for your customer support org?