Today, businesses often focus on designing great experiences for young people, especially Gen Z. But in fact, there is still a segment of older customers who seem to be forgotten on the CX map. The world’s population is aging, so designing experiences for the elderly will become increasingly important for businesses to stay competitive and...
63% of consumers said brands need to listen to their feedback better, while 60% of consumers said they would buy more if their interactions with brands improved. Nowadays, omnichannel interaction is becoming a trend to enhance customer experience. To maximize its potential, brands need to know how to enhance customer services with AI. In the...
Metaverse – a technology trend, is forecasted to impact on many areas in human life. Especially in the field of customer experience, Metaverse promises to bring the most interesting experiences to all customers. What does the metaverse mean for CX? We can define that the Metaverse is a kind of parallel reality, integrating the real...
Google has discovered up to 85% of the customer journey goes through multiple channels, starting on one channel and ending on another. It is easy to see that omnichannel journeys are becoming mainstream. Hence, building an omnichannel contact center for businesses is extremely critical. What is a multi-channel contact center? An omnichannel contact center is...
In accordance with expectations, the global economy is going to face an ever-deepening recession in 2023, along with unforeseen societal shifts and daily unanticipated events According to research, one of the best strategies for surviving a recession is to strengthen a good customer experience plan. Organizations that engaged in CX saw profits during the financial...
In its latest Consumer Trends and Customer Experience Expectations 2023 report, SOI.Pro found that consumers under the age of 22 (30.91%) enjoy interacting through the website the most. This proves that the development of technology and the convenience of the Internet have greatly impacted the behavior of young consumers. Moreover, proving that Livechat on the...
Currently, online shopping is more explosive than ever and customers’ shopping behavior is also gradually changing. However, the demands of customers are increasing as they not only look for shopping experiences but also interesting and inspiring experiences. Therefore, the concept of Shoppertainment was created with the mission of meeting the shopping and entertainment needs of...
61% of consumers say that they will switch to a brand competitor immediately after a bad experience, and 76% will decide to switch to a competitor brand after several bad experiences (Zendesk CX Trends Report 2022). One of the ways to research competitors effectively and thoroughly is to use Mystery Shopping. The following are the...
The NPS satisfaction index has been a commonly used method for businesses over the past decade. But in fact, most businesses today are only using NPS to measure customer satisfaction. However, with more than 10 years of experience in the field of customer experience, SOI.Pro believed that customer satisfaction stems from employee satisfaction with the...
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