Year after year customers cite excellent content as one of the top reasons for attending ACE. For this reason we work extremely hard to share meaningful content including our plans, our vision and best practices, underscored by compelling customer stories.
Every year there is lively conversation …
As a busy working mom, I rarely have the luxury of wasting time. And when I do, I want to waste it wisely. For example, spending a Sunday morning binge watching episodes of Halt and Catch Fire, reading anything other than a business book, or …
Businesses with on-demand apps have disrupted their respective industries while providing consumers with a fresh new way to buy, sell, travel and everything in between. If you’ve ever booked a ride, ordered a meal, purchased tickets or reserved a table you’re well aware of the …
For the last several years Aspect has shared its findings of customer service preferences for today’s consumer in the Aspect Consumer Experience Index. And, consistently, over the last three years we’ve found that consumers would prefer to conduct service related transactions and interactions on their …
If you are unwilling or unable to meet the new consumer-set engagement standards of today’s customer, get ready for rumble. The 2016 Aspect Consumer Experience Index showed us that half of U.S. consumers moved from at least one company in the past year because of …
Nearly everyone can relate to the experience of calling a business, navigating a phone tree for several minutes and then having to repeat that information back to an agent. Some experiences can be even more frustrating if the issue is not resolved or if you …
From a customer service standpoint, we’ve established that 2016 was the year of the chatbot but that’s not the whole story. Omni-channel customer service, cloud contact centers, and personalization are all customer experience themes that grew in 2016 and will only continue to get stronger …
Half of the consumers in the U.S. stopped doing business with a company this year because of bad customer service according to the Aspect Consumer Experience Index survey. One reason could be because most of them said they feel underappreciated by the companies they do …
With the wide range of new innovations being introduced in the contact centre sector in the last few years, from online-only live chats to mobile and social interactions, it can sometimes feel like the old stalwarts are being left behind.
Some companies are increasingly pushing their …
2016 has been unforgettable and a banner year for some. It was the year Leonardo DiCaprio won an Oscar after six nominations. The year that astronaut Scott Kelly and Russian cosmonaut Mikhail Kornienko returned to earth after a record-setting 340 days in space. And, after 108 …
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