Resources
Top Retail Takeaways from Every Zendesk Article on Holiday CX
What went wrong during the last holiday season (and how can we avoid it this year)? Top retailers across organizations of all sizes are asking this question right now. (They’re also prioritizing transformation projects to update their tech stacks, systems, and operations across three core areas, as they prepare for Black Friday and the holiday […]
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How to Create an Addicting Shopping Experience for the 2024 Holidays
As CS and CX teams dive into planning for the 2024 holiday season, missed opportunities from 2023 are top of mind. But given new payment options, conversational commerce, and interactive experiences, where should teams start? Valuable for experts and newbies alike, this blog will cover the best first principles and tips that Envoy’s used when […]
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3 Gen AI Products We Love for CX
Besides “Why Is Envoy the Best Systems Integrator?”, the question I’m asked most often these days is what generative AI products I most recommend to Customer Experience and Customer Service & Support teams. In this month’s blog, I thought I’d answer that question in a place with a URL, so I can easily share the […]
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Empowering Support Agent Excellence with Thoughtful AI
Last month, I had the opportunity to moderate a webinar alongside two executive leaders I’ve admired for some time. Charles Coaxum is SVP of Customer Support at Automax, formerly of Cisco, Centrify, and Demandbase. In his spare time while living in Las Vegas, Charles rides bikes and works on classic cars in his spare time. […]
2024 Holidays: Retail’s Conversational Commerce Opportunity
As retail gears up for the 2024 holiday season, many customer support and customer experience executives are evaluating what went right back in 2023, and what their teams could have done better. What bogged their teams down? Where did consumers complain most? Where did they miss opportunities to drive average order value of first Black […]
How One Envoy Customer Improved an Above Average CSAT Score Another 8-10%
“Our CSAT scores were above industry average two years ago, and they’ve gone up 8 to 10% since working with Envoy.” — Head of Digital Experiences Today, I’m excited to share the customer story of an RV company Envoy has partnered with for multiple years. A leading innovator in the RV industry, this company […]
3 Steps to Transform CX into An Enterprise Differentiator
Envoy helps global industry titans transform CX from an enterprise cost center into a major, global advantage – in a way no one else can. This blog shares how Envoy does it. Step #1: Reimagine dwindling resources and surging demands The load on CX’s shoulders is way heavier even though resources are way, way […]
3 Trends That Make CX an Enterprise Cost Center
I chatted with a Customer Experience executive recently about an important crossroads facing her company and her career. I’ll call her Shruti for the purposes of this piece. Shruti and her boss recognize their customer experience isn’t the market differentiator it can be. Said more directly, they desperately need CX to stop operating as a […]
What’s on CX Executives’ Minds Today?
A few months ago, I had a heart-to-heart with a friend who’s also in CX. Our topic du jour was how ironic it is that so many Customer Experience and Customer Support professionals are talking about how generative AI is this huge tipping point for their part of the business… and how few actually use […]
