Tag: self-serve

Ask a CX Expert: CX In The Age of Self-Serve and A.I. [Video]

Ask a CX Expert: CX In The Age of Self-Serve and A.I. [Video]

This week, our #CXExpert discusses the benefits of integrating technology into the customer experience. However, companies need to continue instilling the human connection through their high-tech offerings.

Does Self-Serve Drive Customer Loyalty?

Does Self-Serve Drive Customer Loyalty?

The short answer is no. Yes, self-serve can make a customer experience faster and potentially more efficient, but does nothing to create and build customer relationships. Without a human relationship, your business is vulnerable to competition globally, electronically and from a competitor who sets up shop next door. Nearly half of retail workers are at …Continue Reading

Promoting Self Service Versus Easy Access to Live Agents

Promoting Self Service Versus Easy Access to Live Agents

An article in the Wall Street Journal on November 2nd hit the nail on the head about where customer service is headed.  Christopher Mims, a technology columnist for the prestigious financial paper wrote it.  The title is Customer Service: From Touchy Feely to Do it Yourself.  Thank you Mr. Mims for your clear insights and …Continue Reading