CX Assurance Blog

Posts about customer service (3)

    Which Customer Experience Would You Rather Have?

    Earlier this week, my doctor wrote a prescription for me for an antibiotic. Unfortunately, she faxed the prescription to my insurance provider’s mail order pharmacy instead of to my local pharmacy. Because my credit card had already been charged by the time the...

    Best Practices for Designing a Modern IVR

    Are you showing your phone channel and IVR enough love? Maybe you are concentrating more on improving or adding digital channels. This is the “digital age,” right? Or, maybe you are trying to improve agent performance. These are good investments, but most of the...

    A Closer Look at Customer Experience Trends for 2016, Part 2

    At the end of 2015, Richard Shapiro of Customer Think published predictions of customer experience trends he thought would occur in 2016. This is part two of a two-part series based on Customer Experience Trends for 2016. If you missed the 9 trends in Part 1, it’s...

    A Closer Look at Customer Experience Trends for 2016, Part 1

    As always, at the end of 2015 there were a number of blog posts and articles predicting what would happen in 2016. This is part one of a two-part series based on Customer Experience Trends for 2016 written by Richard Shapiro of Customer Think in November.

    This...

    Moving Beyond the CX Moments in Time

    In this ‘Age of the Customer’, the importance of customer experience is continually emphasized in the data we read. Consider this for example; a slight improvement in the customer experience at a typical $1 billion company can produce an additional $262 million to...