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Your digital customer experience plays a big role in your company’s success. When the user experience is subpar, you miss out on customers; it’s that simple.   In contrast, companies with an exceptional digital customer experience tend to thrive. They often outperform their less CX-oriented competitors financially, leading to higher revenues.   As a result, it’s wise to find ways to improve CX, ensuring you can meet or exceed...

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Essentially no company is free from competition. Embracing contact center strategic changes that allow you to stand out is essential. Otherwise, you can’t outpace other organizations in your sector in the critical customer experience (CX) arena.   Planning an effective contact center strategy means considering how you can enhance CX. Customers favor companies that offer an exceptional experience. And, if you fail to meet expectations, your business...

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In recent years, the customer experience (CX) has taken center stage. To remain competitive, businesses have to ensure that customer expectations aren’t just met but exceeded.   Most companies understand that CX benefits their bottom line. However, they might mistakenly assume that the enhanced profitability is associated solely with increasing the size of the customer base and improving customer retention.   While those are certainly factors, better CX doesn’t...

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To put it simply, your contact center’s customer experience (CX) matters. In fact, 86 percent of consumers are even willing to pay a premium for better CX. As a result, exceptional contact center CX is business-critical.   But figuring out how to improve your contact center CX isn’t always easy. While you can certainly turn to tried-and-true approaches, like better employee training and robust post-contact review processes,...

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While chatbots aren’t a new technology, they’ve only recently become a large part of the customer service landscape. Companies around the world embrace bots for their ability to handle everyday customer interactions without the need for human intervention.   Even if a chatbot can only give preprogrammed responses based on preset triggers, they are still impressive. Plus, they seemingly become more capable each day, especially with the...

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Keeping track of tech terminology is challenging. Many terms connect with one another and have a similar look or sound. User experience (UX) and customer experience (CX) fall in that category. And, while UX and CX are related, they represent incredibly different things.   What is UX?   UX typically refers to the mechanisms through which a user interacts with a digital product. This can include the visual design...

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