article thumbnail

Customer service vs customer experience: Key differentiators

IBM Services

In many organizations, but not all, customer service is treated as part of the customer experience. Both are interested in driving customer satisfaction, but they focus on different parts of the customer journey to achieve it. So what are the key differences in customer service vs. customer experience?

article thumbnail

Customer Service In 2023: CX Front And Center   

Forrester Digital Transformation

In times like these, customer service teams are often pressured to cut costs – at all costs. It’s news to no one that the past few years have been tough. Having only just found some stability post-pandemic, companies are now thrust into a new economic crisis. While we don’t expect that to change entirely, we […]

professionals

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

How To Navigate The Generative AI Hype In Customer Service

Forrester Digital Transformation

The customer service technology world is particularly saturated with these announcements; it seems like we can’t go a day without seeing another one. Not a huge […]

article thumbnail

Customer Service In 2022: The Times They Are A-Changin’

Forrester Digital Transformation

since the pandemic began, and customer service organizations have managed the impossible: moving thousands of agents home practically overnight and rapidly deploying new digital channels, all while supporting millions of COVID-19-stressed customers. Our world has changed, and customer expectations have changed with it.

article thumbnail

The Impact of Technology on Customer Service Training

Redial

With technology rapidly advancing, businesses are leveraging its power to transform their customer service training practices. Online platforms, webinars , and virtual classrooms, also allow businesses to train their customer service teams regardless of their location.

article thumbnail

What Are Effective Customer Service Strategies?

31 West

Customer service? Your customers will never get enough of it. You have to keep working on it until you acquire your own fan base, it will celebrate you as an epitome of customer service one day. Why because 93% of customers are likely to make repeat purchases with companies that offer excellent customer service.

article thumbnail

Eliminating phone customer service, is it reliable? 

Redial

Nothing new about companies choosing to completely remove phone customer service because of cost reduction and claims of finding more effective channels & alternatives to meet clients’ demands. If you consider applying or eliminating phone customer service for your business or organization, stick around!