The 5 most common errors in managing the negative experiences that threaten Customer Experience

"Guaranteeing a valuable Customer Experience is the key to success and it’s a mission that is ongoing. Being omnichannel, therefore covering all of your communication channels, updating your website, paying attention to customer reviews and providing a memorable experience are requirements that will bear fruit in the short and long [...]

How to Make the Most of the Customer Journey Using AI

"Most companies struggle to understand their customers’ needs and fail to communicate effectively at each interaction during the customer journey. These negative interactions can occur at any stage of the customer journey. In the early stages they result in missed acquisition opportunities and fewer conversions. However, following conversion they lead [...]

How 5G will impact Customer Experience

"The most obvious impact of 5G will be super-fast internet, with speeds up to 10 times faster than current levels. With current 4G, customers can experience poor signal areas where they don’t have the power to stream or access the internet as quickly as they like." Our insight : Technology [...]

How to Design Your Website for the Best Customer Experience

"With the rise of personalized customer servicing and user experience (UX) trends, customers are no longer satisfied with just a straightforward purchase. Whether you are a business with retail storefronts or a strictly digital company, the customer experience (CX) services you provide for your customers matter quite a bit." Our [...]

A Good Chatbot Is Hard to Find

"In B2B sales these capabilities are critically important in reducing time-to-engagement and increasing customer satisfaction. If only chatbots were this good at their job in the B2C arena." Our insight : Customers can sense the lack of humanity if answered by a chatbot so we should choose our chatbots wisely. [...]

Here’s why CX is the driving force for successful entrepreneurs

"Every entrepreneur’s biggest concern in today’s time is, “Are my customers happy?” “Is my product solving the predicament of the masses?” Businesses have realized that the biggest driving force behind all activities is customer experience. Customer experience can change the fortunes of a company. Why?" Our insight : This is [...]

Using Analytics to Fuel a Better Customer Experience

"Consumer behavior and how people seek out information and assistance has changed dramatically over the last few years. Consumers have a connected mobile device with them at all times and use it to create “I want to know, I want to do, I want to go, and I want to [...]

How Businesses Can Use Technology to Enhance Customer Experience?

"Now that technology has literally become the way of the world, it is not surprising that all enterprises, from start-ups to tech giants, are leveraging technology to enhance the customer experience. [...]In today's time, customers are more demanding than ever. Therefore, companies are under a lot of pressure to make [...]

How to not let chatbots drag down your customer experience?

"Global Market Insights predicts the chatbot market, estimated to be over $250 million in 2017, will grow at a compound annual rate of 31% between 2018 to 2024. One of the biggest drivers for the growth is the hope of businesses that chatbots can improve customer experience. While that may be [...]

Combine Automation With Human Interaction For A Better Customer Experience

"Many enterprise companies working to outpace the competition and enhance the overall customer experience have begun incorporating AI-driven automation technologies. While automation can offer many advantages – faster response times, trigger-based outreach and overall force multiplication for teams – to be truly successful, it must deliver business outcomes. Because customer [...]

Avoid Dissatisfied Customers by Empowering Your Employees

" Because 'Can I speak to a supervisor?' is a phrase you never want to hear. If you're a small-business owner, you're probably familiar with the frustration that comes with requests for managerial assistance from your sales team. Whether it's an irate customer who wants to vent or a vendor looking [...]

2019 Predictions: CMOs Look to Prioritize the Customer Experience to Regain Trust, Authenticity and Relevancy

"With 2019 just around the corner, every marketer is looking to forecast trends and opportunities to stay creative and ahead of competitors. PAN Communications sought out the full spectrum of predictions from our clients and top influencers in the industry. Marketers are catching on to technology’s role within marketing – [...]

Why should CX matter more than ever in 2019?

"To make the right emotional connection, companies must deeply understand and empathize with customers –and be able to recognize and relate to their motivations, needs, desires, behaviors and intent. After this deep understanding, they can deliver offerings that tap into those feelings. According to a report by analyst firm Forrester, though, a [...]