Bold360

MAY 26, 2020

The term “customer experience” (CX) doesn’t seem to have a standard definition, but it’s often used interchangeably with customer journey, brand perception and customer engagement. omnichannel engagement) across the entire customer journey. Self-service is thus a CX (and employee experience) win for all involved.

Self Service 52

Self Service Customer Experience Net Promoter Score NPS 52

Bold360

APRIL 15, 2021

Looking back, it’s clear that FSIs that had invested in digital (service) transformation prior to the pandemic tended to outperform their more flat-footed rivals. Even before the pandemic, customers preferred the convenience of digital-first service provision. Give customers (self-service) options.

Self Service 52

Self Service Customer Engagement Engagement Knowledge Base 52

Bold360

MARCH 26, 2020

Due to social distancing and employees working from home, the new normal that has impacted everyone across the United States and the globe, your approach to CX must change. Companies should be moving away from physical, face-to-face channels and towards digital, self-service channels. so the problem has gotten really intense.

Employee Engagement 66

Employee Engagement Chatbots Self Service Engagement 66

Bold360

APRIL 13, 2020

The consequences of this double whammy are highly-negative for CX: longer wait-times, higher customer dissatisfaction rates, more customer churn and diminishing revenues. Flip the coin over, and we see that employee experience is also suffering. Self-service remedies divert traffic to manage workflows.

Self Service 69

Self Service Chatbots Call Center Lifetime Customer 69