Blog

Clear Communication Says The Right Thing At The Right Time

Johnny Rosa September 27, 2018

In a world of instant gratification and seemingly even faster communication, sending the right messages to customers is just as important as sending those messages at the right time. Clear and thoughtful customer communication can have positive ripple effects …

Why Robotic Process Automation (RPA) Is the Government’s Favorite Automation Tool

Johnny Rosa September 14, 2018

The Modernizing Government Technology Act officially calls on government agencies to apply for “modernization funding” and upgrade legacy systems. The emergence of affordable and transformative RPA technology has attracted the attention of the highest levels of power in the US …

Why You Need to Prioritize the Customer Experience Now

Guest Author September 4, 2018

The tools enabling businesses and enterprises to offer a positive customer experience are much more available than ever before. There are tons of software providers for every department in your company to ensure each team has …

The Business Leader’s Guide To Automation

Johnny Rosa August 30, 2018

The age of bots and automation is upon us. With so many options available and the benefits to automation apparent, one question remains for business leaders: What kind of automation is right for my business? To answer that question, we should not only …

On Demand Expectations: The Next Generation’s CX

Yossi Abraham August 17, 2018

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 …

Building a Strong Brand Through Authentic Advocacy

Guest Author August 17, 2018

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 …

Everyone Wants To Improve CX, But What Does That Mean?

Everyone Wants To Improve CX — What Does That Mean?

Ryan McColgan August 10, 2018

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 …

How Can Businesses Make Sure We Communicate Effectively In A World Full Of Messages?

Johnny Rosa July 31, 2018

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 …

How AI Is Impacting Customer Service

Guest Author July 19, 2018

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 …

Smart Home Assistants Are A Smart Decision for Customer Service

Johnny Rosa January 31, 2019

Voice-controlled smart assistants like Amazon Alexa and Google Assistant have been growing in popularity in recent years and are quickly approaching mainstream use in the U.S. Their ease of use and increasing availability means more customers are asking their smart …

Insurance Providers Must Prioritize Customer Self-Service In 2019

Johnny Rosa January 28, 2019

Insurance providers are poised to leverage customer experience (CX) for higher revenues and higher customer lifetime value (CLV) this year. Insurance providers have been locked in an ongoing war over lower rates and prices, but the real upper hand is coming in the form of …

NRF 2019: In The Midst of Impressive Innovation, Don’t Forget The Basics

Yossi Abraham January 18, 2019

Retail’s Big Show was packed with innovative new technology and highlighted an impressive future of advancements in the industry, albeit reminding us of the importance of customer service. Improving capabilities and experiences in-store are important, but in the world of online …

Why Businesses Should Look To Proactive Communication For CX Enhancements In 2019

Alye Chaisson January 11, 2019

Forrester research shows CX will be a key battleground for business differentiation in 2019. Their Customer Experience Index highlighted widespread, mediocre CX with little improvement for the third year in a row. “Meanwhile, customer expectations …

The On-Demand Economy And The Age of the Customer

Johnny Rosa January 4, 2019

High-speed internet availability, mobile phone adaption, the continuous growth of e-commerce, and the explosion of social media have completely transformed people's’ perceptions and behaviors toward business and service interactions. Many customers view customer experience (CX) as …

From Reactive To Proactive

Michael Demers December 27, 2018

The best businesses and the best customer service revolve around one crucial mindset: working proactively instead of reactively. By shifting to a proactive mindset, companies can expect to grow more rapidly and experience less damaging setbacks while appeasing customers and providing the best service possible. Stop reacting to …