Paige Williams, Author at B2Bdaily.com

Customer Experience (CX)

Enhancing Phone Support to Elevate Customer Loyalty in the Energy Sector

The energy sector currently faces myriad challenges, including rising inflation, environmental concerns, and constraints on customer budgets, coupled with increasing customer expectations for support services. For energy companies to thrive in this competitive landscape, they must prioritize customer experience (CX) as a crucial differentiator. Modern energy customers use several channels like phone, email, live chat, and self-service portals to address

January 21, 2025

Cyber Security

Critical Flaws in Tunneling Protocols Threaten Millions of Network Hosts

Security vulnerabilities in various tunneling protocols are putting millions of network hosts at risk. This recent discovery, made by a team of researchers in collaboration with KU Leuven professor Mathy Vanhoef, has revealed that over 4.2 million hosts, including VPN servers, ISP home routers, core internet routers, mobile network gateways, and CDN nodes, could be exposed to potentially devastating attacks.

January 21, 2025

Customer Experience (CX)

AI and Automation to Revolutionize Call Centers by 2025

As we anticipate the landscape of customer experience (CX) in 2025, the call center industry stands at the threshold of monumental transformation. This transformation will be driven by advances in technology, a heightened focus on personalization, and an unyielding commitment to operational efficiency. Central to this evolution are AI, automation, cloud computing, data analytics, and cybersecurity, all of which are

January 17, 2025

Customer Experience (CX)

Enhancing Customer Experience: The Balance of Tech and Human Touch

In today’s competitive market, customer experience (CX) has become a critical determinant of brand success. Companies are increasingly aware that delivering seamless, personalized, and emotionally connected experiences is essential for retaining customer loyalty. However, many businesses struggle to meet these expectations, often due to a disconnect between their self-assessment of their CX efforts and the actual experiences of their customers.

January 17, 2025

Customer Experience (CX)

Unlocking Business Growth: The Future of Customer Experience in 2025

In a highly competitive global marketplace, customer experience (CX) has emerged as a critical factor for business success. As consumer expectations continue to rise, companies must innovate and personalize interactions to maintain customer loyalty and drive financial performance. Research indicates that 73 percent of consumers consider an excellent customer experience crucial for making purchasing decisions. The imperative for businesses now

January 17, 2025

Cyber Security

Are Critical Infrastructure Products Secure by Design for OT Systems?

Imagine a world where the security of critical infrastructure relies not on innovation and resilient design but on outdated systems riddled with vulnerabilities. This is the alarming reality faced by many organizations that oversee operational technology (OT) systems within essential sectors. In response, government agencies from the Five Eyes intelligence alliance and European partners have emphasized the need for a

January 17, 2025

Cyber Security

How Does Improved Cyber Hygiene Reduce Remediation Times?

In today’s digital era, the rapid proliferation of cyber threats has highlighted the critical need for enhanced cybersecurity measures. One of the most significant advancements in this realm has been the improvement of cyber hygiene among users and organizations. Improved cyber hygiene has played a pivotal role in reducing remediation times for cyber threats, allowing for more efficient and effective

January 17, 2025

Cyber Security

Measuring Cybersecurity: Risks, Scores, and Industry Trends Unveiled

In today’s digital landscape, organizations are increasingly turning to various metrics and scoring systems to assess and enhance their cybersecurity measures. These tools, while popular, face scrutiny regarding their accuracy and effectiveness. Companies rely on these metrics to gauge security risks, attempt to measure their security posture, and benchmark against industry peers. However, the subjective nature of these scores and

January 17, 2025

Cyber Security

US-Led Operation Successfully Removes Chinese State-Sponsored Malware

In a significant stride towards bolstering global cybersecurity, the US Justice Department and the FBI, along with international law enforcement partners, executed a high-stakes mission to eliminate a notorious Chinese state-sponsored malware. This malware, dubbed “PlugX,” was developed by the Mustang Panda and Twill Typhoon hacking groups and had been a persistent threat since its inception in 2014. The detailed

January 16, 2025

Customer Experience (CX)

Can AI Improve Customer Service in Contact Centers by 2025?

The increasing reliance on artificial intelligence (AI) in contact centers has raised pertinent questions about its impact on customer service, specifically in an era marked by growing customer dissatisfaction. Many customers have voiced their concerns regarding issues such as data security, misinformation, job loss, and the difficulty of reaching a human agent. This controversy continues to spark debate as companies

January 16, 2025

Customer Experience (CX)

Leveraging Customer Engagement Analytics to Boost Brand Loyalty

In today’s competitive market, businesses must go beyond traditional marketing strategies to foster long-term customer relationships. Leveraging customer engagement analytics offers a powerful solution to understand customer behavior, optimize engagement strategies, and enhance brand loyalty. By integrating these analytics with loyalty services, companies can create personalized experiences that drive customer retention and loyalty. Understanding Customer Engagement Analytics What is Customer

January 16, 2025

Customer Experience (CX)

How Can Businesses Effectively Utilize Customer Feedback Strategies?

Businesses can effectively utilize customer feedback strategies by actively soliciting feedback through multiple channels, such as surveys, social media, and customer service interactions. Analyzing the collected data to identify trends and common issues is crucial. Implementing changes based on this feedback shows customers that their opinions are valued. Additionally, businesses should regularly communicate with customers to inform them about the

January 16, 2025