Mara Vicente

Balancing Automation And Human Warmth in Customer Support

Mara Vicente -
The trend of implementing automation into customer services is as inevitable as it is ubiquitous. By 2022, experts suggest that 70% of customer interactions will use machine learning technology and virtual agents, up from 15% in 2018. But in this rush toward automating customer service...

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Hooked On Customers: The Five Habits of Legendary Customer-Centric Companies

Combining his own professional experiences working as a CEO with his extensive research and expertise as an international authority on customer relationships, author Bob Thompson reveals the five routine organizational habits of successful customer-centric businesses: Listen, Think, Empower, Create, and Delight.

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CustomerThink’s research finds just 19% of CX initiatives can show tangible benefits. Due to the COVID-19 crisis, the ROI issue is now front and center with CX leaders. Learn the best ways to prove the business value of CX, including ROI advice in customer feedback, customer service, and CX infrastructure.

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