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[Experience Action Podcast] Balancing Policy with Personalized Experiences

Experience Investigators by 360Connext

Struggling to balance strict company policies with the need for out-of-the-ordinary customer experiences? We uncover strategies to provide flexibility without compromising on policy integrity, ensuring your customer interactions are not just by the book, but also by the heart.

Policies 162
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35 Indicators that a Company Isn’t Customer-Centric

CX Accelerator

The representative on the phone went so far as to tell me that I should try calling my credit card company to see if they had any information about my flights. A company might not be customer-centric if they… As I reflected on this experience, I realized that there were a number of indicators that this company might not be customer-centric.

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Do Companies Recognize the High CX Value of Employee Advocates?

InMoment XI

Do companies recognize the high customer experience (CX) value of employee advocates? That means that companies must seek to understand, and leverage, the impact employees have on customer behavior. It is often stated (especially by corporate CEOs) that the greatest asset of a company is its employees. That’s my belief.

Company 529
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Right-to-Repair and AI: Empowering Consumers and Supporting Companies

TechSee

This blog explores the right-to-repair policy developments, their implications for consumers, and how AI-powered solutions, like TechSee, can support companies facing right-to-repair concerns. This policy aims to facilitate easier and more accessible repairs, thereby promoting sustainability and reducing electronic waste.

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Industry Shake-Up: 2023 Commerce Trends To Rock Your World

Speaker: Ashlee Aldridge - Reach Partners LLC | Bill Mirabito - Chameleon Collective | Ronak Shah - PSA Retail & CPG, Amazon Web Services | Wayne Teigen - Pivotree

Companies must expand on the trends that exploded during the pandemic if they want to see continued growth in their businesses while facing a recessionary economy. What trends can online merchants expect after more than two years of exponential growth?

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Why You Should Eliminate “No Mercy” Policies!

Customer Bliss

Hard and fast rules may save your company some money, but could cost you customers in the end. Trusting your front line to extend grace when appropriate keeps those customers and keeps your best employees, because people want to be a part of the kind of company that extends help because it’s the right thing to do. Extend grace.

Policies 137
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Why Your Contact Center Needs A Remote Work Policy?

Playvox

But one thing many contact centers are missing is a remote work company policy. In our 2022 remote work study , we found that nearly all the respondents were offering hybrid or remote work arrangements, but only 34% had a policy in place to govern it. What Is A Remote Work Policy? How Can I Best Monitor Remote Employees?

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6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.