Our modern culture has developed a need for speed that has quickly embedded itself across industries. Customers want their issues resolved now, resolved simply, and resolved quickly. It’s time for the customer service industry to catch up to the on-demand generation’s timetable …

In today’s online marketplace, it can be a struggle to stand out from the crowd. Your would-be customers are deluged with marketing messages from the moment they wake up until their heads hit the pillow at night. However, there are …

Every department in an organization sees things a little differently. CX covers a lot of ground, but the Zappix team works hard to make sure we’re listening to the different CX needs at different roles of …

When a company can excel in all three phases of business communication customers feel supported and encouraged, and as a result build loyalty and high satisfaction with the company they …

The advancement of technology has not only contributed to the level of service customers expect but also a business’ capability to provide that service. With technology at their fingertips, customers expect everything immediately. The same is true when …

Automated processes and self-service capabilities streamline customer service, reduce average handling time per interaction, and enhance customer service. Not every interaction should be streamlined, however. HBR cites customer effort — “the work [customers] must do to get their problem solved” — as the …