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.
Zendesk launches public directory to help AI agents find A2A service options for customers
November 11 by CX Network
Billed as an industry first, Zendesk unveiled the capabilities at its AI Summit
Every CX start-up funding deal you need to know: November 6
November 06 by CX Network
Your weekly round-up of what’s happening among start-ups in the CX and service space
The cost of cost reduction: Effective AI governance can prevent false savings
November 05 by Sue Duris
AI governance is usually sold as risk management. Its most underrated job is economic – it is the discipline that stops cost-cutting from becoming cost-deferral
Voice AI use cases across every stage of resolution
November 05 by CX Network
From simple intent to autonomous resolution, this whitepaper explains how voice AI can handle each – comparing yesterday’s technology with today’s
Is voice AI right for your service suite?
November 05 by CX Network
CX Network explores the pros and reported cons of voice AI for customer service and presents three user journeys that can benefit from voice AI
Salesforce acquires voice agent leader Cresta
November 03 by CX Network
Definitive agreement signed to acquire voice-first operating system for CX
Every CX start-up funding deal you need to know: October 30
October 30 by CX Network
Your weekly round-up of what’s happening in the CX and service start-up space
Has customer experience become too effortless?
October 29 by Sam Richardson
Sometimes a little friction can go a long way. Twilio’s Sam Richardson explains why businesses must think carefully about where speed is helpful
Barclays and PayPal among major names to confirm AI job cuts
October 27 by CX Network
CX Network looks into why AI is increasingly cited as the reason organizations are cutting significant proportions of their workforces.
AI agent management: The new CX role you can’t ignore
October 22 by Melanie Mingas
AI isn’t just chasing how CX and service work – it’s re-writing the job description. CX Network explores the trend
Why post-sales service is now your best AI search strategy
October 21 by Melanie Mingas
CX Network speaks to Trustpilot’s chief customer officer, Alicia Skubick, about the trust signals that drive AI search rankings
Who audits your AI Agents? How to establish independent QA for contact centers
October 19 by Dave Rennyson
Your AI agents are on the phone. But who says they are doing the right thing? Dave Rennyson presents a five-point assessment framework to avoid PR disasters
