Sun.Oct 20, 2019

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Unsung Heroes of the Customer Experience: Your Back Office

Daniel Group

Believe it or not, your non-customer facing employees, from Sales, Support to Finance, to Legal, are the foundation on which great customer experiences are built. Yet, too often, organizations don’t realize this, or they forget the importance of the support team until it’s too late and your customers begin leaving for your competitors. If you work in a sales function, take a moment to read the story below and consider the importance of your support team.

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How AI is shaping fundamentals of customer support

Chattermill

How AI is shaping fundamentals of customer support. by Sam Makad on 21 Oct 2019. customer support. artificial intelligence. The modern customer is omni-channel. You cannot push them back to a legacy customer service experience that requires them to wait endlessly for an email or to get connected with a customer support agent. Chatbot. According to Gartner , in the coming years, customers will manage up to 85% of their relationship with enterprises without any human interaction.

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Hungry for More CX Events? Try FXD in Boston 10/24 – 10/25

Forrester's Customer Insights

I just got back from Forrester’s very successful CXSF 2019 forum and I’m already looking forward to a terrific event that’s happening right here in Boston this coming week. It’s the Mad*Pow FXD conference on October 24 and 25. You can find out more about it at www.fxdconf.com, and even save $200 by using core […].