Category: Digital Customer Experience

What is the Customer Satisfaction Score (CSAT)? Customer Satisfaction Score (CSAT)  is a metric that quantifies customer satisfaction with a service, product, or experience and is typically obtained through surveys. Higher CSAT scores indicate greater customer satisfaction and a lower churn rate, which is a key factor in business success.  CSAT is crucial for businesses

What is Customer Service Outsourcing? Customer service outsourcing (CSO) is assigning some of your customer support responsibilities to external agents or a third-party provider. This might include addressing customer inquiries, resolving issues, and providing support through social media, live chat, emails, and phone calls. When clients have questions about your products or services, they should

What is Agent Amplification? Agent amplification is a process that aims to improve the skills, performance, and efficiency of customer service representatives. Agent amplification services involve training programs and the integration of advanced technologies, such as automation and AI, to enhance the overall customer experience. Challenges of Agent Amplification According to a recent report by

What is CX Consulting? CX Consulting or Customer Experience Consulting is a specialized service offered by professionals or consulting firms. It aims to assist businesses in optimizing their customer experience by analyzing customer journeys, addressing technology needs, conducting data analysis, and ultimately improving overall customer interactions. Challenges in CX Consulting While it offers numerous benefits,

What is Customer Acquisition? Customer acquisition is the process of persuading or attracting potential customers It involves strategies aimed at converting potential customers into revenue-generating ones.  Acquiring new customers not only brings value to the business but also contributes to a boost in revenue. Therefore, it plays a vital role in business growth. The process

What is Onshore Outsourcing Onshore outsourcing, also known as domestic outsourcing, is the practice of contracting services from a third-party provider located within the same country as the contracting company. Managing quality control is easier with onshore outsourcing as it allows for higher control and better communication between the two partners. Challenges in onshore outsourcing

What is Conversational Artificial Intelligence (AI)?  Conversational Artificial Intelligence (AI) is a technology that enables clear and effective communication between humans and computers through text or speech. It utilizes technologies like Natural Language Processing (NLP) and Machine Learning (ML) to understand, decode and interpret human language. Challenges of Conversational AI There is a great deal

What is Gig customer experience? Gig Customer Experience is a practice that involves using freelancers and Gig peer experts who have deep product and technical expertise. This enables organizations to quickly scale up or down their operations based on demand without having to commit to long-term contracts or permanent employment. Challenges  There are several challenges

What is Omnichannel Support? Omnichannel customer support seamlessly integrates multiple communication channels and devices, crafting frictionless experiences across the customer journey. It’s not just offering support on diverse platforms; it’s weaving a consistent, continuous narrative, seamlessly guiding customers through their interactions, whether via phone calls, emails, social media, or even in-person visits. Challenges  There are

What is CX Transformation as a Service? CX Transformation “as a Service” (CXaaS) is a cloud-based solution that allows organizations to plan, design, and execute customer-centric activities, encompassing all aspects of the customer experience. Usually, CXaaS activities are managed by an outsourced partner, ensuring smooth customer interaction and an improved brand reputation. Challenges in CX