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Special Report: The Digital CX

Special Report: The Digital CX

Are you serious about reducing customer effort? Do you truly honor customer preferences? Are you honestly committed to omnichannel engagement?

You need not address those questions with words. The true answer lies in the quality of your digital customer experience.Customers of all demographics engage heavily in digital, which means it is where they will likely have their first encounter with your brand. Are you making a good impression? Not many can answer that question in the affirmative, but this report will make you one of the fortunate few. It will reveal how to create a customer-centric and business-centric digital customer experience. Topics include:

  • The biggest digital CX challenges
  • Five ways to make digital interactions more customer-centric
  • Three signs that you're doing "omnichannel" correctly
  • Why digital leads to better customer intelligence
  • The connection between digital engagement, journey mapping and customer intent
  • How to create a "win-win" digital strategy


To request a copy of this report to be sent to you directly, contact us here

Special Report: The FP3 Experience

Special Report: The FP3 Experience

Customers know what they want. More importantly, they know that in the age of customer centricity, they do not have to compromise on that demand. If you cannot deliver it, someone else will. So what exactly do they want? They want the “FP3 Experience.” They want an engagement journey that is frictionless, personalized, predictive and proactive.

Delivering that type of experience is certainly challenging, but it is very possible. In fact, it actually benefits your organization to focus on FP3. This new special report reveals how to conquer those challenges and attain those benefits.

Topics include:

  • Four issues that increase effort for customers and agents
  • Practical tips for creating a more personalized experience
  • Steps to better predicting customer intent and behavior
  • Crucial factors that impact proactive engagement
  • Ways to build an “FP3 culture” within your contact center


To get a copy of this report to be sent to you directly, contact us here



Special Report: Customer Intent

Special Report: Customer Intent

Competent organizations aim to accommodate basic customer needs. Elite, customer-centric organizations go one step further.  They are not merely offering support; they are empowering customers to derive the most possible value from every interaction, at every touch point. There's a simple key to delivering this superior experience: understanding customer intent.

Customer intent looks beyond the superficial (what customers are requesting, where they are requesting it) and focuses on customers’ true goals for the interaction. It is a question of why, not what. This special report reveals how to grow customer satisfaction and loyalty through intent-driven engagement.


Topics include:

  • 5 questions that reveal customer intent
  • 7 ways to use intent to radically improve the customer experience
  • How to overcome key challenges
  • 7 best practices for getting started with intent-driven engagement
  • Examples of intent-driven engagement in travel, telecom, finance and retail


To get a copy of this report to be sent to you directly, contact us here

Special Report: Retail CX

Special Report: Retail CX

Since 62% of customers say they will switch to a competitor after just 2 bad experiences, the customer experience obviously ranks as a top business concern. It is especially crucial for B2C retail organizations, who are very much in the experience business. The CX is the heart of what they do -- the main mechanism in which they connect with customers, and the primary way they achieve competitive differentiation. Perenially important, CX strategy is particularly urgent as new trends and customer demands uniquely affect the B2C space.


Our Special Report on Customer Experience For Retail helps you navigate the state of the retail CX.  More importantly, it uncovers exciting new opportunities -- and details clear steps to success. Topics include:

  • 4 unique challenges/trends that are impacting the retail CX
  • The one customer experience “trap” all retailers need to avoid
  • The silver bullet that can improve the customer experience – in any industry
  • Top 7 objectives for the retail customer experience
  • 10 ways to create the ideal customer experience
  • A customer experience assessment test


To get a copy of this report sent to you directly, contact us here