CX Tuesday #53
This week we gathered some insights to help you navigate through the aspects of customer service operations that will stand out next year:
- Forrester’s predictions 2019 complimentary guide.
- Speech Analytics: Highlighting Three Problem Areas and Three Opportunities.
- Where Does AI Belong in the Retail Customer Experience?
- How to Keep Your Virtual Team Engaged.
Customer Experience Comes Under Fire
By Harley Manning for Forbes
Let’s face it: 2018 was not a fabulous year for customer experience. Read this article and download Forrester’s predictions 2019 complimentary guide to understand the 14 major dynamics that will impact firms next year.
Speech Analytics: Highlighting Three Problem Areas and Three Opportunities
By Kay Phelps for ICMI
Wouldn't it be great if you could listen to the voice of all your valued customers? Now you can. With speech analytics, you can analyze the full spectrum of your customer interactions.
Where Does AI Belong in the Retail Customer Experience?
Susannah Richardson of IFS discusses the how organisations in the retail sector can better their customer experience with Artificial Intelligence (AI).
How to Keep Your Virtual Team Engaged
By Jeff Toister
The challenge faced by many virtual employees is they often miss out on critical updates, or don't get to participate in discussions where important decisions are made. Here are some key insights from leaders with experience managing virtual teams on how to overcome this challenge.