2017 - Shaping the Future of Customer Experience

Delivering a positive experience is the route to increasing customer satisfaction, loyalty, trust and advocacy. VoiceSage’s John Duffy looks at how organisations are using technology to push the customer experience bar higher.
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Topics: Customer Experience, omnichannel, Proactive Customer Service Solutions, frictionless customer service, customer journey

Does Your Site Meet the Ultra-High Expectations of Millennials?

The Average Internet User Has Changed

The face of the average internet user is changing every day, with more millennials - most of whom are “digital natives,” or people that grew up using and understanding digital technology - online than practically any other demographic. Think about it: when the internet first exploded, its users were learning how to use it for the very first time. It was a completely new way of operating and, essentially, a new language for everyone involved.

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Topics: User experience, contextual self-service, frictionless customer service, millenials

Don’t Make Me Wait: The New Era of Customer Experience

As both a professor and chief scientist at AnswerDash, I spend time around two groups of people that couldn’t be more different:

  1. Enterprise marketing, sales, and customer experience executives
  2. Nineteen year-old college students

The first group loses sleep over rising costs, whereas the second just loses sleep.

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Topics: Customer Experience, predictive self-service, contextual self-service, frictionless customer service