Customer Service
Excellent customer service goes beyond resolving issues promptly; it involves creating positive interactions that leave customers satisfied and loyal to the brand. Businesses that prioritize exceptional customer service often see higher customer retention rates, increased customer satisfaction levels, and positive word-of-mouth referrals.
In today's digital age, customer service plays a vital role in shaping overall customer experience and influencing purchase decisions. With customers increasingly relying on online channels for shopping and support, businesses must adapt by offering seamless and efficient customer service experiences.
Check out the insights, interviews and analysis on the skills and technologies that underpin great customer service below and catch up with our ultimate guides to customer service here: The customer service guide, The self-service guide, The contact center guide and The omnichannel guide.
The CX metric every AI-first service team needs
September 09 by CX Network
How measuring Post-Resolution Rework Rate can help CX teams measure the true impact of AI agents
Every VC CX deal you need to know: September 4
September 04 by CX Network
Your weekly funding round-up tracking the CX and service start-ups investors are backing
How Oura's new CX metric is redefining CX observability ahead of a potential IPO
September 03 by Melanie Mingas
Oura’s VP of MX John Moses, explains how he transformed the member experience then created a new metric to measure it
Understanding the cost of AI: Token costs, governance and workforce readiness
September 03 by CX Network
What needs to be considered when calculating the full cost of AI
3 Human skills AI can't replace (and why they matter now)
August 31 by CX Network
As outlined in his new book, Jeff Toister says there are ways only humans can add value in the age of AI
Your AI dashboards are lying to you: Here are 4 ways to better assess AI performance
August 25 by Sudarshan Reddy Gurampatti
On paper, AI looks like a win. But do customer opinions reflect the same sentiment?
Every VC CX deal you need to know: August 21
August 21 by CX Network
Your weekly funding round-up tracking the CX and service start-ups investors are backing
The Back Market story: Building customer trust in a low-frequency purchase category
August 17 by CX Network
How a digital-first brand in a "trust-deficit" category beat the odds on customer trust
Every VC CX deal you need to know: August 14
August 14 by CX Network
Your weekly funding round-up tracking the CX and service start-ups investors are backing
The five-minute handoff: Set the standard for AI-to-human transfer in service
August 10 by Hemang Upadhyay
AI agents are bringing omnichannel’s oldest problem back. Hemang Upadhyay explains what should happens when automation stops
Inside PowerPay: Using AI agents to amplify not replace humans
August 03 by Melanie Mingas
Fintech founder and CEO Mike Petrakis explains where AI's speed advantage directly translates into better CX
The customer service guide
September 19 by CX Network
Everything you need to know about delivering exceptional customer service
