Futurelab
FEBRUARY 28, 2025
#NoBullshitCX This Golden Rule literally brings the gold. Every time I speak about the main CX rule Treat others as you want to be treated I have someone scoffing at me for being too idealistic. There are so many misconceptions around it, it makes my blood boil. Some people think that good CX comes from hiring good-hearted people (spoiler alert no, it comes from good processes).
Execs In The Know
FEBRUARY 28, 2025
Training contact center agents isnt just a checkbox exerciseits a high-stakes investment in customer experience. One poorly handled call can drive a customer away; in fact, 80% of consumers say a negative support experience influences future purchase decisions. Yet, despite the critical role of agents, traditional training methods often fall short. Even in the age of self-service AI, 70% of consumers still prefer improved human agent support over more automated solutions.
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CX Network
FEBRUARY 28, 2025
As Nayan Teja explains, a thoughtful, scalable and proactive integration strategy for generative AI is key to unlocking its potential
Execs In The Know
FEBRUARY 28, 2025
In the race to implement generative AI, many customer experience leaders are discovering an uncomfortable truth: technology alone doesn’t deliver transformative results. Recent research reveals a stark reality 61% of enterprise GenAI projects fail to move from pilot to production [1]. But amid these sobering statistics emerges a clear pattern of success.
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What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.
CX Network
FEBRUARY 28, 2025
With more people demanding a mobile-first experience, app performance matters.
Execs In The Know
FEBRUARY 28, 2025
In the race to implement generative AI, many customer experience leaders are discovering an uncomfortable truth: technology alone doesn’t deliver transformative results. Recent research reveals a stark reality 61% of enterprise GenAI projects fail to move from pilot to production [1]. But amid these sobering statistics emerges a clear pattern of success.
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