Customer service is a critical area of improvement for enterprises. According to the 2017 State of Global Customer Service Report, 96% of customers say customer service is important in their choice of or loyalty to a brand. At the same time, 65% of customers have a more favorable view of brands that offer a …

According to comScore’s 2017 Cross Platform Future in Focus report, the average American over 18-years-old spends 2 hours, 51 minutes on their smartphone every day. That number has been steadily rising year after year. We are all becoming increasingly dependent on our pocket supercomputers …

I like to read - books, articles, posts. As President of Zappix, it’s important for me to stay on top of industry trends, customer needs, our employees. A couple of days ago, I found a post that stood out. It was about a CEO I particularly appreciate: Jeff Bezos. The brief article highlights a particular interaction between former Amazon VP of customer service Bill Price and Bezos that shows just how passionate the CEO is about his customers’ experience. …

I don’t usually watch commercials. Between my wife, my son, and my dog there is always someone in the room more important to me than whatever ads are trying to sell me. The other night there was one ad I couldn’t turn away from, however. It spoke to the heart of the work I do. In the middle of the Boston Celtics playing the Milwaukee Bucks GE ran a commercial with a beautiful tagline: “Technology is how we do things. People are why we do things.” …

Robotic Process Automation (RPA) is transforming CX and customer care. The ability to automate the repetitive, tedious tasks often occupying personnel in back offices and customer-facing contact centers can provide meaningful benefits: reducing the need for a cumbersome back office, freeing up contact center agents …

Interacting with customer service is a generally aggravating, if sometimes unavoidable, experience. Customers rarely look forward to calling customer service. Handling upset callers faced with frustrating issues has always been a difficult proposition for enterprises. In January Aspect put numbers to our common sense …

Customers with questions want them answered quickly and effectively. That simple truth doesn’t resonate well with recent HelpScout statistics showing customer service agents fail to provide adequate answers to customer questions 50% of the time. Clearly, there is a gap between customers and the answers they need. …

The dozens of channels customers use to contact companies have created the hottest buzzword in the CX world: omnichannel. Most professionals miss the mark trying to understand what it really means, however. Omnichannel isn’t about channels, it’s about customers. Here's what that means Omnichannel isn’t about channels, it’s about customers. …

When customers call traditional IVR, they are met with a convoluted system of menus that continually frustrates users until they are finally transferred to a live agent. Enterprises have tried to bridge the gap with apps, but customers don’t want unnecessary downloads they may never use. Retailers have been searching for a better solution. Now they have one. …