Kale Blog

In 2024, the landscape of customer experience is poised for a transformative journey, as businesses harness cutting-edge technology and a profound understanding of consumer needs to redefine the way we engage, delight, and retain customers.

The development of a Customer Success (CS) strategy leads to increased customer satisfaction and contributes to the long-term growth and profitability of a company. However, the transition involved in developing a customer success strategy can be challenging and requires a strategic vision that removes internal barriers and fosters collaboration at all levels of the organisation.

ChatGPT's new features have caught the attention of customer relationship management and customer experience managers. In this article we discuss what CX leaders need to know about ChatGPT and explain how they can use it to improve their customer service.

Projections for 2023 suggest a technological, hyper-personalized, automated and predictive customer experience. Omnichannel customer experiences, privacy concerns and Total Experiences (TX) also stand out. Take a look at the 8 most important CX trends for 2023.

If you still don't have a defined plan to improve the customer experience offered by your company, you are already late. Nowadays, having a well-defined and actionable strategy to improve the customer experience is essential for any company. Stop waiting! It's time to improve your customer experience. 

How would you define omnichannel? What is it in practice? We explore in depth the basis of an omnichannel customer experience through 6 examples of omnichannel customer experiences. 

A few years ago all companies wanted to offer multichannel customer experiences. However, time and the pace of technological and social advances have caused companies to go from multichannel to omnichannel. Discover the differences between a multichannel customer experience and an omnichannel customer experience.

As customer expectations evolve, so do the trends on customer experience and the customer care offered by companies. We explore the 6 most important customer service and customer experience trends of 2022.

Is your company customer-centric?Your first impulse will probably be to say yes. Yes, it is. Of course it is. Your company works for the customer. Everything you do is for the customer and, well... without the customer, your company is nothing. But is it really?

The development of customer loyalty strategies is one of the most profitable customer-centric techniques in business. However, building customer loyalty is not an easy task, especially in a context of supply growth. We discuss the top 10 best strategies for building customer loyalty.