Customer Experience

Customer service is the differentiating attribute that distinguishes your company from competitors who provide identical products or services. If I were to summarize the basic purpose of customer service in one word, I would say “loyalty.” This is especially true…

Modern company is characterized by fast technical change and increasing customer demand. This pressure is felt most strongly by IT and telecommunications companies. Rising competition and constant technological advancement demand them to not only innovate products and…

I enjoy shopping online. And before writing this article, I reflected on my own online purchasing experience. I’d want to share something with you. For more than ten years, I’ve purchased sneakers from the same brand. From a single internet store. I’m not a…

Since 2003, the Net Promoter Score (NPS) has been recognized as a trustworthy and accurate indicator of customer loyalty. However, the world is changing, new technologies are emerging, and consumers today have virtually endless options for products and services. In this…

Customer Experience Management (CXM) is a systematic method to managing interactions between a business and its customers, with the purpose of improving the entire customer experience at all touchpoints. It entails gathering, evaluating, and using consumer data to generate…

In a world where “the customer is always right,” service quality has become a critical aspect in business success. Companies aim to provide the greatest possible experience for their customers, despite often having limited resources and time. This is why contact…

Do you remember the state of customer experience in Ukraine in 2022? Even before the full-scale invasion, Ukrainian companies with their own contact centers faced numerous challenges. These included a lack of funds for infrastructure and technology development, a shortage of…

Outsourcing business processes, including IT development, back-office functions, and contact center services, is essential in today’s business world. Market globalization, fierce competition, and the drive to optimize resources push companies to find efficient and…

What is customer experience? I have my own, very fresh and relevant example in our time. I want to share it. So, recently I was dissatisfied with the services of an internet provider. Irritated and angry, I called their call center every time the internet disappeared. And…

The company’s revenue doesn’t end at the point of sale. On the contrary, it’s only the beginning of the “real” business relationship with its customers. Just think about it: the company already has the customer’s contact information, their…