How CX builds customer loyalty and lifetime value in e-commerce

…As businesses move to new models of commerce, customer experience (CX) needs to keep pace. After all, new modes of commerce mean new potential to fall short of expectations. If your subscription business isn’t sending goods out on time, your customers will be unhappy. Equally, these new models present new opportunities to cultivate loyalty and […]

Empathy in telehealth support services: how to cultivate the unteachable (part 2 of 2)

…Telehealth visits are up 3,000% on their pre-pandemic levels, according to McKinsey & Company. Added to this is the emergence of outcome-based models of care and a meteoric rise in customer expectations. The result? Telehealth support providers find themselves an increasingly vital link in a high-pressure service chain that needs to deliver empathetic service, at […]

Empathy in telehealth support services: how to cultivate the unteachable (part 1 of 2)

…Telehealth visits are up an incredible 3,800% compared to pre-pandemic levels, according to McKinsey & Company. While great for business growth, this deluge also exposes where certain telehealth support providers are falling short on patient experience. As value-based models of care continue to replace the outdated “transactional consultation” approach, meeting patient expectations increasingly requires empathetic […]

Authority Magazine: 5 Things You Need to Succeed in the Modern World of Finance & Fintech

…As part of his series for Authority Magazine, Jason Hartman interviewed Ubiquity co-founder and CEO Matt Nyren about “How to Navigate and Succeed in the Modern World of Finance”. Matt founded Ubiquity in 2012 and served as its president during the company’s first four years of expansion before assuming CEO responsibilities in January 2017. Matt […]

Double down on CX to fight ‘skimpflation’ and save your business from the Great Resignation

…As other businesses face the current climate by slashing quality, it’s those that prioritize the customer experience—putting long-term strategy and loyalty above short-term resilience—that will come out on top.  Prices are up across the globe. In cases where customers are paying the same as they did before, they’re usually receiving less in return. And it’s […]

How to strike the right balance between AI and live CX agents

…Whether we’re talking about digital transformation, artificial intelligence (AI), or machine learning (ML), tech has become the great enabler for enterprises everywhere. At its best, technology allows us to maximize the parts of our jobs that excite and challenge us, and reduce or eliminate the tasks that bore us. But when it comes to customer-facing […]

Want great customer service? Empower your customer service agents to say ‘no’

…We’ve all heard (and likely worked under) the philosophy “the customer is always right”. It encapsulates the goal of traditional customer service strategy: Find a way to say “yes” as quickly as possible. Unsurprisingly, it’s an approach that dominates the business process outsourcing (BPO) sector.  But in practice, while this approach may placate your customers, […]

CX Innovators: Why Propel’s most important KPI is trust

…For Propel, building trust is more important for exceptional customer experience than average handle time or encouraging customers to self-serve. In fact, the company wants customers to call. That’s because customer conversations give Propel an opportunity to deliver the type of customer experiences that foster lasting relationships while also gleaning invaluable customer insights. On the […]

Why digital banks need a human heart to deliver great customer experiences

…COVID-19 placed huge barriers between banks and their customers. With facetime virtually nonexistent, there was little time to nurture trust in person. This effect was magnified by the financial difficulties millions of consumers faced during lockdown—which meant banks were holding difficult conversations without as many opportunities to offer small but powerful displays of empathy. For […]

3 customer service data points that can determine where your scale-up … ends up 

…As an emerging brand, outstanding customer service can be the difference between survival and extinction. Without 50 years of brand capital to fall back on, a few negative customer experiences will quickly shape the way you are perceived in the market. The stakes are higher, and your promises mean more. And when your teams and […]