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For retail leaders, peak season isn’t just another quarter. It’s the make-or-break moment that can define the entire year. With spikes in customer activity, demand fluctuations, and high service expectations, retailers must move quickly and strategically. Whether it’s back-to-school, Black Friday, or Cyber Monday, customer experience (CX) must remain frictionless,
In today’s digital landscape, social media is a double-edged sword. It’s a powerful tool for engagement, customer service, and brand visibility. But it’s also a battleground where brand perception can be built – or destroyed – in minutes. A single negative post, an unchecked false claim, or a viral customer
Bill Gates’ notable quote, “Your most unhappy customers are your greatest source of learning,” underscores a powerful perspective on the potential for growth and success within the challenges of business. Transforming customer complaints into opportunities for customer loyalty and retention has become a crucial strategy in a landscape where over
The Challenge: In 2022, our MA clients faced a twofold challenge as they prepared for the Annual Enrollment Period (AEP): they had to swiftly expand their agent base while also adapting to new state laws requiring agents to sell within their state of residence to maintain their license. The ResultsCX
The Challenge A long-time U.S. streaming entertainment client faced an economy-driven spike in service cancellation calls, putting revenues at risk. The Solution Our team of experts leveraged analytics to identify ways to maximize customer save rates while reducing the client’s cost per subscriber, including: A retention-intensive nesting program for new
The Challenge For a U.S. Fortune 500 health plan, and 15+ year ResultsCX client, AEP raised the stakes for agent knowledge and operational capacity, necessitating: Expedited time to proficiency for new hires Agents’ understanding of complex member support needs Lower average handle times – without compromising the authenticity of care
Challenge Customers seeking new cable services from a leading U.S. Cable provider and long-time ResultsCX client experienced account rejections when they : Failed credit checks Refused credit checks Requested alternative payment arrangements Solution To improve customer acquisition, agents made outbound calls tailored to customer’s individual financial situations: Offered alternative payment
Challenge A long-time U.S. Cable client faced significant reporting challenges around failed orders: Highly manual, mundane, and repetitive reporting process could only deliver reports 3-4 times a day Report processing exceeded resource capacity, making it impossible to meet the required 15-minute frequency Accurate reports were needed in eight categories, making