Communicating Customer Feedback and Building Thriving Communities: A Dual Approach to Customer Experience Building strong relationships with customers starts with truly listening and acting on their feedback.
Building Blocks of Exceptional Customer Service: Essential Soft Skills and Strategies for CX Success In the world of customer experience (CX), success hinges on more than technical skills—it requires finely tuned soft skills like humility, willingness to learn, and empathy. For this round of 4 Questions with a CXpert we chatted with Mercer Smith, VP of Managed Operations at PartnerHero, about cultivating these
The Human in the Machine: Ethical Considerations and the Future of AI-powered Customer Service We asked CX Leader, Michael Mattson, a few questions about his experience with Customer Success. Here’s what we heard: In today's digital world, how do you cultivate emotional intelligence and empathy within your team to ensure they can connect with customers on a deeper level, even through
Four Questions with CX Leader Craig Stoss We asked CX Leader, Craig Stoss, a few questions about his experience with Customer Success. Here’s what we heard: When you look at the tech stack of a customer support team at an earlier stage company, what are the most common gaps? Craig Stoss: Two things come to mind:
Four Questions with RPA leader Doug Shannon We asked senior IT leader and RPA expert, Doug Shannon, a few questions about his experience with RPA. Here’s what we heard: Why should companies build a center of excellence (COE) for RPA? Doug Shannon: Companies building toward automation or digital democratization need a team or group to lead,
Four questions with RPA leader Kieran Gilmurray We asked senior RPA leader and digital transformation expert, Kieran Gilmurray [https://www.linkedin.com/in/kierangilmurray/], a few questions about his experience with intelligent automation. Here’s what we heard: Traditional automation tools were designed to automate back office tasks, like invoice processing. How do you think automation should
Four questions with RPA leader Ema Roloff We asked senior RPA leader and digital transformation expert, Ema Roloff [https://www.linkedin.com/in/emaroloff/], a few questions about her experience with intelligent automation. Here’s what we heard: Change management is an important component of RPA programs. How can organizations prepare for this and successfully adapt to
Four questions with RPA leader Tolani Jaiye-Tikolo We asked senior RPA leader and intelligent automation expert, Tolani Jaiye-Tikolo [https://www.linkedin.com/in/tolani-jaiye-tikolo/], a few questions about her experience with open-source RPA. Here’s what we heard: We’ve recently seen an uptick in open-source RPA. What do you think is behind this trend? It’s
Four questions with RPA leader Peter Camp Four questions with RPA leader Peter Camp We asked intelligent automation expert and founder of CampTek Software, Peter Camp, a few questions about his experience with attended automation. Here’s what we heard: We’re seeing a shift in focus from unattended RPA toward attended RPA. What’s driving this