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Enterprise Analytics Isn't Just About Big Data

Enterprise Analytics Isn’t Just About Big Data

Big data can make a big impact on enterprises, but only if companies can understand what the data means and act on that understanding. Understanding big data happens in three ways: reporting, analytics, and actionable analytics. Each data discipline builds on each other, adding insight and value in every phase …
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featured Comprehending the Touchpoint Explosion and Its Impact on CX

Comprehending the Touchpoint Explosion and Its Impact on CX

Consumers are constantly bombarded by media and frequently connect with enterprises through a plethora of touchpoints. Do you know all your customer touchpoints? NewVoiceMedia estimates businesses lose $75 Billion every year due to poor customer service. Creating consistently satisfying touchpoint interactions enhances customer experience and develops your brand. …
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Change Your Customer Service Grade from D-ecent to A-mazing

Change Your Customer Service Grade from D-ecent to A-mazing

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 …
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The Most Important Customer Service Technology

The Most Important Customer Service Technology

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 …
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Self-Service Capabilities and Jeff Bezos’ Customer Obsession

Self-Service Capabilities and Jeff Bezos’ Customer Obsession

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. …
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Blog

The On-Demand Economy And The Age of the Customer

The On-Demand Economy And The Age of the Customer

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 …
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From Reactive To Proactive

From Reactive To Proactive

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 …
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