Part paradigm, part category and part multibillion-dollar market , CX is a broad term used across a myriad of contexts. But great CX boils down to delighting every customer on an emotional level, anytime and anywhere a business interaction takes place.
Optimizing CX requires a sophisticated tool stack. Customer behavior should be tracked, their needs must be understood, and opportunities to engage proactively must be identified. Wall Street, for one, is taking note: Qualtrics, the creator of “XM” (experience management) as a category, was spun-out from SAP and IPO’d in January , and Sprinklr, a social media listening solution that has expanded into a “Digital CXM” platform, recently filed to go public.
Cybersecurity firm NortonLifeLock will let customers mine crypto - CNN
LexisNexis: Fewer customers 'very satisfied' with auto claims, but virtual comfort
The LexisNexis 2021 “Future of Claims Report” released last month found customers less satisfied with the noninjury auto claims experience overall than in 2019 but nonetheless more supportive of virtual claims handling than they were two years ago.
The results suggest that insurers virtual claims handling techniques such as photo estimating or even completely touchless claims — fully automated, AI-driven processes — are likely to continue after the end of the COVID-19 pandemic. But “insurance carriers have some work to do to keep the industry moving toward a future of touchless claims,” LexisNexis wrote in an a May 3 news release.
BGE Warns Customers To Watch For Covid-Related Scams – CBS Baltimore
BALTIMORE (WJZ) – Baltimore Gas and Electric said Tuesday it has seen an increase in reports of scammers trying to use the Covid-19 pandemic to trick its customers.
The utility has received more than 3,200 scam complaints with customers reporting losing nearly $59,000. This time last year, it received 2,600 similar complaints and reports of customers losing more than $38,000. Its contact center received nearly 259,000 calls relating to billing and collection matters since January, which is a 17.3 percent increase in call volume compared to this time last year.
Higher rates in effect for Duke Energy customers
News outlets report that rates are increasing an average of 4.7% across all of the Charlotte-based utility's customer groups on Tuesday. A typical residential customer's average monthly power bill will rise to just under $120. That's an increase of about $6.
The increase varies depending on the rate they pay from an average increase of 3.6% for industrial customers to 4.7% for commercial customers 5.3% for residential customers. The N.C. Utilities Commission approved the rates new rates earlier this year.
Customers still leaning on third-party delivery | Fast Casual
Although dining in is back in full swing, customers are still relying heavily on contactless delivery, according to an analysis from App Annie, a mobile data and analytics provider, that revealed that food and grocery delivery app use was still increasing.
"Despite many consumers enjoying restrictions being lifted and indoor dining reopening, we are still seeing a spike in both food and grocery delivery app usage the past few months," Lexi Sydow, head of Marketing Insights, App Annie, said in a company press release. "Food and grocery delivery apps are a package deal that's here to stay."
Verizon offers free 5G phones to lure premium customers | FierceWireless
Verizon followed in its competitors' footsteps today and announced that its customers can trade in an old phone and get a new 5G phone for free, with select plans.
For existing customers, Verizon will offer up to $700 for a new iPhone or $800 for a new Android. The offer is good for those taking Premium Unlimited plans, and the carrier is sweetening its trade-in offers for lower plans, too.
Amazon to let customers sue after thousands of Alexa complaints | The Seattle Times
Amazon has stopped requiring customers to pursue claims in arbitration — rather than a court of law — after tens of thousands of people inundated the company with complaints that the Alexa digital assistant was improperly collecting voice recordings.
Amazon’s terms of service, which govern everything from buying products on the company’s web store to using its consumer gadgets, now lets customers file class action suits against the company in state or federal court. Previously claimants had to enter arbitration as individuals. All cases must be filed in King County, where Amazon is based, according to rules that were last updated on May 3.
Customers to Benefit from Ricoh's New Metallic Toners
Ricoh USA, Inc. , today announced innovative new gold and silver toners, enabling customers to migrate critical applications away from offset and onto digital with single pass embellishment. These unique additions enable the production of a wide range of enhanced print applications, and open up new revenue opportunities for customers who seek to differentiate their offerings to meet the evolving and diverse needs of their customers in today’s competitive marketplace.
LG&E notifies customers disconnections are resuming in June
After being in place more than a year due to the coronavirus pandemic, LG&E is resuming service disconnections in June.
The company made the announcement on its website, notifying customers upon logging into their accounts and the LG&E-KU COVID-19 section .
LG&E issued the disconnection moratorium last March at the onset of the pandemic that threw people out of work and forced them to stay home because of lockdowns. Other utilities did the same across the country with unemployment shooting up.
Happening on Twitter
3) what BTC people were saying about digital gold would be proven right 4) what ETH people were saying about dapps… https://t.co/gjnnDj3YSp balajis (from The Internet) Mon May 31 17:09:53 +0000 2021
Want to deliver an unforgettable presentation? Use these 4 proven strategies from TED talks. https://t.co/9768b3XpZE Inc (from New York City) Sun May 30 03:42:04 +0000 2021
Can making change your life? Research has proven that engaging with the arts boosts mental wellbeing, and alleviate… https://t.co/MUokiOoyUR CraftsCouncilUK (from UK) Sat May 29 14:18:02 +0000 2021
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