Customer Experience articles

CCaaS — The Foundation For Scalable Customer Engagement Read more

CCaaS — The Foundation For Scalable Customer Engagement

The call center has evolved from a traditional support function into a dynamic and customer-focused operation. Leading this transformation is CCaaS or Contact Center as a Service.  With CCaaS, businesses get a scalable platform that powers ticket routing, AI-driven insights, real-time analytics, and seamless omnichannel engagement straight from the cloud. Whether it is voice, chat, email, or social, the platform handles all channels at once through a single platform.

May 26, 2025
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6 Service Desk Hacks For Effortless Customer Care Read more

6 Service Desk Hacks For Effortless Customer Care

Does your organization serve customers directly? Are you currently facing any of the following operational challenges? For instance: An overwhelming volume of inquiries; Limited support agents struggling to manage the influx; Inefficient workflows and manual processes that consume valuable time; Or lack of automation in your customer service operations. These common bottlenecks often arise when businesses do not leverage AI-powered service desk software.

May 19, 2025
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Quality Management — Driving Customer Service Excellence Read more

Quality Management — Driving Customer Service Excellence

Quality management (QM), also known as quality assurance (QA), refers to the customer service strategies aimed at continuously improving service quality. The focus extends beyond just boosting service efficiency—it also aims to guarantee customer satisfaction and promote the professional development of support agents. 

May 14, 2025
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AI Analytics: Essential For Smarter Decisions And Stellar CX Read more

AI Analytics: Essential For Smarter Decisions And Stellar CX

AI-driven analytics allows support teams to proactively meet customer needs with personalized, frictionless interactions. With the power to analyze vast datasets in seconds, AI detects patterns and trends that human eyes might overlook. This means businesses can fine-tune their operations and make data-driven decisions with razor-sharp accuracy. 

February 5, 2025
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Key AI Trends Driving Customer Service Excellence In 2025 And Beyond Read more

Key AI Trends Driving Customer Service Excellence In 2025 And Beyond


Staying abreast of industry trends helps enterprises get a grasp on factors influencing customer communication. In the past, ThinkOwl has helped businesses stay ahead of the curve with insightful blogs on the renaissance of customer experience, and tech-fueled transformation of customer service.

For 2025 and beyond, the trend focuses on artificial intelligence (AI) as a means to improve digital customer support. Before exploring the AI trends that will improve customer support and experiences, it's helpful to first mention key service trends for 2025 and beyond where AI will shine through. 

January 15, 2025
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Insights From The Tradeshows: Voices Of Industry Experts And Business Owners Read more

Insights From The Tradeshows: Voices Of Industry Experts And Business Owners

What do enterprises want in 2025 and beyond? Happy employees, delighted customers, and business profitability. Achieving these objectives requires a collaborative effort from SaaS providers to understand the market and the requirements of end consumers. And what better way than tradeshows to better understand consumers’ sentiments?

December 11, 2024
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Self-Service: The Rising Popularity Of DIY Facilities Read more

Self-Service: The Rising Popularity Of DIY Facilities

Customer satisfaction is the heart of every successful business, yet the strategies for achieving it can vary. From proactive support to personalized service and even self-service, each approach plays a vital role in shaping customer experiences. This article explains the advantages of self-service in customer support operations and how it impacts customers and businesses alike.  

November 5, 2024
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6 Exclusive Factors To Consider When Implementing CX Software Read more

6 Exclusive Factors To Consider When Implementing CX Software

A brand's customer service quality is a crucial differentiator in today's competitive market. As consumers become more discerning, how will you ensure their helpline and support experiences transform from frustration to fantastic? The answer lies in implementing customer service software solutions enhanced with AI and automation.

October 25, 2024
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AI Software Enhances Customer Support For Utility Providers Read more

AI Software Enhances Customer Support For Utility Providers

Customer expectations for service efficiency are at an all-time high. While traditional support methods struggle to keep up, AI and intelligent automation are helping utility service providers transform customer experiences with ease.

October 15, 2024
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