Today, many organizations are starting to use voice or text-enabled chatbots for the first time or already have chatbot systems in place. In fact, Gartner said 25% of organizations are predicted to make chatbots their primary customer communication channel by 2027. This is because consumer behavior has shifted to primarily digital interactions and away from […]
Next-Level Tech: DevOps Meets CSOps
Operations are some of the most important aspects of an organization. In tech, DevOps has dominated the conversation due to its necessity in keeping up with the rate of building products, applications and infrastructure with code. DevOps encompasses much more than a team of developers; it is a culture, a set of practices and tools […]
The Importance of Customer Experience Observability
Ask anyone to name their favorite brand, and they’ll often respond with minimal hesitation. Prod a little further and the importance of customer experience (CX) is sure to play a major role in their response. In fact, 96% of consumers say CX is a key factor in their choice of loyalty to a brand. This […]
U.S. Govt. CX EO | Mozilla Revenue | Log4j Latest
In this week’s The Long View: Improving U.S. government CX, how much money Mozilla makes, and the latest on the Log4j/Log4Shell débâcle.
How DevOps Can Address CX Challenges
Delivering a seamless customer experience (CX) has become a top priority for companies undergoing digital transformation initiatives, as 85% of buyers are willing to pay more for a great customer experience. However, customers aren’t only willing to pay more for a positive experience–they’ll go elsewhere if their experience isn’t positive. In fact, 33% of customers […]
Five Tips For Creating Design Systems
Design systems were all the rage half a decade ago, with an explosion of open source resources made public by Google, Salesforce and Shopify, for example. Not long after, design tools like InVision, Sketch, Adobe XD and Figma featured ways for product teams to maintain design systems within their apps. If you want to build […]
How to Build a Home-Screen Worthy CX
I’ve built apps, in some shape or form, for about 20 years now. During this time, I’ve always started the same way—design the user interface, build the backend services and connect everything together, adding in appropriate logic along the way. Recently, however, I’ve noticed that my design philosophy has changed. It’s less about how screen […]
How to Apply Agile and DevOps Principles to Accelerate Customer Experience Innovation
These days, it’s not enough for companies to offer quality products or services; they must deliver an exceptional customer experience. In fast-changing environments, continual innovation on the front lines of customer service requires an agile and nimble approach. How important is the automation of development and monitoring for accelerating customer experience (CX) innovation? I recently […]