Experience management (XM) is a term that has been in everyone’s mouths as of late. It has taken the IT world by storm and heralded it as a new and innovative way of viewing the relationship between customers, employees, and stakeholders. Customer experience management and employee experience management have become integral to ITSM and the service industry. Hence, it was only a matter of time for experience management to become highly regarded in this data-driven and ever-expanding market.

One of the primary responsibilities of a customer support manager is to monitor your team’s performance and help them deliver outstanding customer service efficiently. A customer service dashboard is the perfect tool for you to track your support team’s efficiency and also know how happy your customers are with the support you offer.

When it comes to adopting new philosophies, practices, and technologies, businesses tend to give disproportionate focus on the sales process. While the sales process is a vital aspect of increasing revenues through initial conversion, around 60% of buyers say that they would switch to a new brand in a given industry after one bad customer service experience. This figure only begins to demonstrate the overwhelming importance of offering a personalized, efficient customer service system.

Today, nearly 9 in 10 Americans use digital apps and services to manage their finances – a 52% growth rate from 2020. Along with this digitalization of financial services, the unbundling of services and a shift from working with one bank to using various apps and services for different financial needs is on the rise.

No matter how great your products or services are, some customers are bound to run into problems. That’s an unavoidable truth of business — but you can still avoid losing unhappy customers by dealing with them in the right way. Interactions with your support team can make all the difference in how your unhappy customers behave. A negative interaction could lead them to write off your company forever, while a positive one could convert them into a loyal customer for life.

If you’re an avid Agatha Christie fan, you’ll notice the rough sketches and maps that the author adds to recreate the murder scenes. The courtyard, bedrooms, and living room are all mapped to help the reader visually reconstruct the happenings of the ominous day. The author is also content, knowing that the readers are in step with her as she takes them along the journey to solve the mystery.

In a world where customer service has become increasingly important. It's more vital than ever to have a customer service management strategy in place. Using a customer service management platform makes the difference in how customers can connect to your brand. In fact, 95% of customers said that quality customer service makes them feel more connected to a company.

A new space is emerging for customer engagement and interactions beyond online and in-store to be considered. This is the metaverse, a futuristic concept for many, but one that is taking shape, with a great deal of potential to be the next big thing.

It shouldn’t come as a big surprise that a positive customer onboarding experience ensures that your customers feel like they made the right choice by picking your product or service from the first moment they start using it. It also, eventually, helps you retain them. But what does customer onboarding mean, and what are the must-have strategies to make the process hassle-free for your prospects and customers? Read on.

As Kelly Uhlrich, Vice President and General Manager of CX company Humach, explains, “the proper focus and investment of time and budget requires a more strategic approach. It’s not a marketing problem or a technology initiative.” Authentic customer-focused culture is far more exhaustive than just researching your customer experience or observing a segment of your market.