In the news

Revolutionizing CX with chatbots


Jamie Kennedy, Director of Digital Strategy & Customer Experience Solutions at HGS

Photo of Jamie Kennedy

Article originally published on VentureBeat

Valuing a customer’s time and making them feel acknowledged and supported during a care center or help desk conversation is one of the most crucial factors to consider when developing customer care and experience solutions. According to Forrester, 73% of customers say that the most important thing a company can do to provide them with good service is to value their time.

Psychologically, the feeling of being unable to get help immediately, or “not being in control of a situation,” spurs anxiety, frustration and anger, all of which can signal a brand has lost a customer for life. Regardless of the varied acquisition costs across different businesses, customer loss is an expensive proposition, especially when it can be prevented through careful stewardship of the customer experience (CX).

RECENT NEWS

Google Gemini

What is Google Gemini? How to use it? Features and Limitations

Google has finally made the big move and unveiled a new era of Gemini AI. Gemini is Google’s latest large language model (LLM), which has been recently launched to the public.
Customer Focused Cybersecurity

Customer-focused Cybersecurity Remains a Top Focus

In light of recent significant data breaches, the vulnerability of customer information has been prominently underscored. Consequently, companies are placing increased emphasis on safeguarding customer data to preserve trust and credibility.
Data transparency

Navigate the Balance between Customer Data Transparency and Hyper-Personalization

In view of the mass collection of personal data for personalized communication, data misuse has become an increasing concern. Customer data transparency can solve this disconnect.

S4E2 | Prioritizing CX Over Profit: A Conversation with Pink Zebra Moving CEO Ron Holt

This episode features an interview with award-winning CX leader Ron Holt, Founder of Pink Zebra Moving, the first happy moving company. Ron started Pink Zebra in 2020, and is the former CEO & Founder of Two Maids & A Mop, where he served for nearly 19 years. He specializes in franchise development, management, sales & marketing, and leadership. And in this episode, Ron and host Larry Fleischman discuss seizing an opportunity in the market, listening to the customer, and creating a truly remarkable experience.
Cybersecurity Experts on Demand

Strengthen Your Digital Defense with Cybersecurity Experts-on-Demand

Experts-on-Demand services extend security operations with flexible access to cyber security experts who have the right experience and knowledge.
Cybersecuri

Data Privacy: What is it? Challenges and Best Practices

In an era where technology constantly collects data, understanding data privacy is crucial to maintaining control over how data is collected, used, stored, and shared.

RECENT CASE STUDIES