A colleague recently told me about a frustrating customer service experience she had with Airbnb. My colleague had rented what she believed was a stand-alone home in Miami. Excited to kick back and relax, she was disappointed when she arrived to discover she’d be sharing walls and a yard with another unit. Feeling like she […]

Advancements in the field of AI and Machine Learning (ML), specifically Natural Language Processing (NLP), are revolutionizing the way we live and interact with machines and each other. Amazon’s Alexa, Apple’s Siri, virtual assistants and chatbots have changed the way we request and receive information. NLP pipelines take unstructured text data and process it into […]

For over 20 years, CCW Digital — the global online community and research hub — has brought together the customer contact community for a hands-on interactive event, including inspiring keynotes, in-depth discussions, and networking opportunities. This year, CCW Nashville highlighted key discussions in the CX community with speakers from companies such as JetBlue, Airbnb, and […]

“Mastery of language affords remarkable power” Frantz Fanon In 2018, Stanford conducted a study on the impact of language on gender equality. Researchers found that even the most well-meaning phrases such as “girls are as good as boys at math” can perpetuate biases and stereotypes. It seems innocuous, but the sentence structure implies that boys […]

Are your customers happy with their experiences to the point where they’ll choose you over your competitors? Customer satisfaction metrics like CSAT may have you thinking “yes,” but studies show that traditional metrics don’t tell the full story. To truly understand what your customers think and make meaningful improvements, you’ll need to understand how satisfied […]

To say that cryptocurrency has entered the mainstream should not be a shocking statement to anyone. Over the past nine months, Bitcoin, Ethereum, and many other altcoins have boomed as interest among the general population has grown. Even celebrities have hopped on the crypto bandwagon. Cue Elon Musk hosting Saturday Night live and mocking his own […]

As a decade, the 1930s could be considered a disaster. Between the Great Depression and the war in Europe, the decade was marked by difficulty and despair. However, there’s an untold story of this decade – one of brilliant innovation and technological achievement. Indeed, the advances that came from this decade revolutionized how we lived, […]

The old adage of “the customer is always right” may not always hold true, but what does is the absolute need for customer empathy. The ability to listen, hear, and acknowledge customer pain points and frustrations is table stakes, especially in today’s digital age. There is a unique problem facing D2C fintech. The days of […]

Digital transformation is real. The relationship between companies and customers has changed more over the last year than arguably the 100 years that preceded it. The ability to walk into a store and return stuff you bought yesterday? Depositing money at your local bank? Going to a restaurant for a meal? All of it…changed. The […]

Freshly delivers millions of meals and deals with hundreds of thousands of support questions every week. With a significant number of these requests coming through chat, it was imperative that they elevate this experience to ensure customers have a positive experience every time they reach out to Freshly’s chat support team. To do this Freshly […]

We spend a lot of time talking with Customer Experience (CX) leaders about the challenges they face. Everything from scaling their teams to transitioning to new channels or to keeping their teams happy & engaged. This is the latest post in our monthly blog series to help answer the common questions we hear from CX […]

Last week, our CEO and Head of Product — Etie Hertz and Tadzio Smith — had the opportunity to participate in a Zendesk Startup Central event where they discussed how AI can help support teams be more empathetic. The session also covered topics including: Why empathetic support has become increasingly important for retaining and satisfying customers over […]

2020 has been a trying year. Everyone is worn out and patience is running thin. With e-commerce experts projecting a ‘Shippageddon’ over the holiday season, it’s more important than ever that CX teams are equipped to handle hard conversations. In today’s episode, we’ll give you our take on how to respond when a customer asks […]