If there is one word that is on the mind of every professional working in customer service and CX – Customer Experience, it is definitely: Personalization! After all, with the highly competitive market and the relentless pursuit of customer satisfaction,
In a market scenario where the battle for consumer attention is increasingly fierce, brands are increasingly committed to raising customer satisfaction and ensuring long-term loyalty. To achieve this goal, one of the most notable actions is the application of CX
Offering excellence in customer service has ceased to be a differentiator and has become a strategic necessity in businesses across various sectors for several years now. However, in today’s highly competitive market, implementing omnichannel strategies and digital service solutions is
In the business world, many companies have a habit of focusing intensely on improving their products and services. However, a growing body of evidence points to a crucial fact: what really matters to customers is not just the quality of
Understanding the consumer decision-making process is essential to a brand’s success. With widespread access to information and alternatives, consumers have taken control of their choices, exerting an increasing influence on the market in terms of the products and services they
Customer service has evolved rapidly. The introduction of Intelligent Virtual Agents (IVAs), together with conversational Artificial Intelligence technologies, are playing an important role in the CX area. But there is still much room for improvement. A survey by the Qualtrics
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