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Five major shifts in customer experience because of COVID
We’re entering a nearly-Golden Age of customer experience, and in reality, a lot of the trends we were already seeing are just being accelerated now. What are some of those? “…”
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COVID and the acceleration of customer experience trends
If you sat quietly for 15 minutes and tried to figure out all the different ways that COVID-19 impacted customer experience, you’d probably come to a list something like this: “…”
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RPA Projects: How long until implementation, and who is involved?
Start here, with two previous posts on the topic: OK. Now let’s talk about timelines and people How long do these projects take to implement? This is the million-dollar question, “…”
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Why Do RPA Projects Fail? 5 Reasons. Internal Knowledge
Last week, we wrote about the best processes to consider for Robotic Process Automation (RPA) projects. We are currently working on RPA projects internally; the rollout to clients will come “…”
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What are some good processes to start with RPA?
There can, unfortunately, be a belief among executives that automation is a “silver bullet” that can solve numerous problems around process and cost containment. There’s some evidence that some jobs “…”
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B2B during COVID: Core tenets similar, delivery methods very different
How B2B has changed, per McKinsey McKinsey recently launched a survey of B2B decision-makers across 11 countries, seven sectors, and 14 categories of spend. We’re obviously very interested in this “…”
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B2B outsourcing and partnerships in “The New Normal”
Every couple of months, our CEO Arnold writes an email to potential business prospects, i.e. companies across our core industries who have expressed interest in our customer experience solutions and moderation services. In the past “…”
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Ways to reduce customer service response time
The need to reduce customer service response time is readily apparent, so we won’t belabor the importance too much. In short: if you keep customers waiting too long, they become “…”
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Ways to measure customer success at scale
How do you know you’re doing right by your customers? Customer experience metrics, customer success metrics, client satisfaction metrics, and more have exploded in the last five years. The gold “…”
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The solution to customer experience isn’t throwing more tech at it
You already know content moderation is very important. When we hit our targets, our clients hit their targets. And while it may seem awkward to talk about hitting targets during “…”
