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Month: June 2025

What is a Crisis Management Plan?

Posted on The Quiq Team

Unfortunately, crises can happen.

We’ve seen it in our lifetime. Pandemics, wars, severe events… But it’s not just worldwide events that impact businesses, even smaller-scale problems can have harrowing effects.

Disruptive events like data breaches, product recalls, and workplace issues (and the related PR nightmare) can devastate an unprepared organization. That’s why business crisis management is essential for staying resilient when the unexpected hits.

If the last few years have taught us anything, it’s that businesses need to be proactively prepared with crisis management messaging. When things go sideways (because they will), you need a crisis management plan to keep your people safe and your business moving forward.

Let’s dig into crisis management plans and how to build your own.

What is a crisis management plan?

A crisis management plan is a document that outlines how to respond to a situation that could negatively affect your organization’s profitability, reputation, or ability to operate.

What kind of crises are we talking about? Generally, you define what constitutes a crisis in your written plan.

It can be anything from a natural disaster to a security breach, or even a significant product defect. Some examples include:

  • Natural disasters (hurricanes and earthquakes)
  • Serious climatic events (floods and snowstorms)
  • Biologic risks (foodborne illnesses and pandemics)
  • Accidental events (fires or hazardous spills)
  • Intentional events (violence or robberies)
  • Technological events (such as cyberattacks)

People under stress tend to make poor decisions that could unintentionally worsen a crisis. While it’s impossible to predict every outcome, having a basic plan to prevent safety issues, protect your brand reputation, and resume business is vital.

What makes a crisis response successful?

A successful crisis response plan:

  • Outlines a quick and appropriate response
  • Prepares crisis management messaging
  • Prioritizes the safety of employees and the public
  • Prevents further problems after the initial crisis
  • Minimizes operational disruptions
  • Facilitates a fast recovery back to reasonable work conditions

How to create your crisis response plan

Follow these steps to build your own crisis response plan.

1. Gather a crisis team

Creating these types of plans usually involves a few people from a crisis management team, but it’s best to have representatives from all affected departments.

Here are some departments to consider:

  • Business continuity team
  • Emergency management
  • Crisis management team
  • Public relations
  • Customer-facing departments

2. Define what constitutes a crisis

What kind of crisis will your plan cover? It’s not unusual to create multiple types of crisis management plans for different situations.

For example, tackling an intentional event like a fire will require a very different response than a viral video of someone on your team behaving badly.

Layout what your plan does and does not cover and what will trigger your crisis management plan of action.

3. Conduct a risk assessment

Identify the risks your business is likely to face. If you work with a mostly remote workforce, you’re much more likely to deal with data breaches and cyberattacks than physical accidents. Only once you figure out your business’s weaknesses can you plan to address them.

4. Predict the business impacts

Once you know the risks, you address how they will affect your business. Always put physical safety as your top priority, but also consider other problems, such as a damaged reputation, lost sales, and customer attrition.

5. Put together your contingency plans

The bulk of your document is likely filled with your contingency planning. This is where you lay out what to do when business is disrupted, you lose power, there’s an accident, etc. Keep it simple with “If X, then Y” statements so that it’s clear and easy to follow.

6. Develop a communications strategy

It’s important to protect your brand during a crisis to prevent long-term damage. You need both internal and public-facing communications strategies for times of crisis.

For internal communications, ensure there’s an easy way to connect with everyone instantly. SMS/text messaging is a great way to send out bulk messages without relying on internet services (which could be down in a crisis). Assign a point person to ensure there’s no miscommunication or misinformation.

For external communications, always set the record straight. Be upfront and honest, and correct misinformation immediately to temper rumors.

Remember: The key is to be excessively accessible

One of our most important tips? Don’t turn off messaging. The last thing you want to do in the event of a public-facing crisis is cut-off communications. It’s as good as hiding from the problem. (Also, don’t deny a problem when there is one.)

In addition, if your team is flooded with more calls and messages than they can handle, bring in short-term hires, expand your team with temporary outsourcing, and add additional channels, like Apple Messages for Business and WhatsApp, for customers to contact customer service.

It’s also the time to lean into customer service automation. Program customer service AI agents with your business crisis messaging to help relieve the burden on your customer service agents.

Don’t forget to temper expectations

While it may be the last thing on your mind, your teams may still worry about their metrics.

Will they be measured against their old numbers? Will they be penalized for not hitting their goals during a period of crisis?

From your sales team to your customer support center, performance will be on your employees’ minds.

While your answer may be obvious to you, ease their fears by making it clear that you expect performance to be down.

You’re giving employees permission to take care of themselves and their families first, knowing that their job won’t be in danger.

Lastly, in the event of a company-focused crisis like a social media blunder or viral PR nightmare, expect your customer service teams to bear the brunt of the criticism. Don’t forget to consider their mental health as part of your plan.

7. Put it all together

Compile everything into a readily accessible document so that everyone knows their role and can react accordingly. A clear business crisis management plan ensures no one is left guessing during high-stakes moments.

Here’s what you should include:

  • A list of your crises team members
  • The assessment process for what constitutes a crisis
  • Systems for monitoring a crisis
  • Spokesperson and their contact information
  • Emergency contacts
  • Emergency response process
    • Evacuation plan
    • Specific responses to different types of crises
  • Crisis management messaging
  • Customer messaging strategy
    • Social media, customer service, etc.

Even after completing your crisis management plan, treat it like a living document. Update it annually, or when team roles change, new technology is implemented, or you open a new location.

What makes a crisis management plan effective?

  1.  It’s concise. People in a crisis won’t have time to swipe through hundreds of pages to find what they need. Keep it short, scannable, and easy to follow.
  2. Action-oriented. Your crisis plan isn’t the place to go over the company goals and why you thought the technology you purchased was better in line with your values. The simpler, the better.
  3. Mobile-enabled. There’s no excuse for having a physical book for a crisis response plan. At the very least, have a PDF that’s mobile-enabled and searchable. The best option? Find a crisis management plan solution with the latest features for the best accessibility.

Work on long-term resilience solutions

The COVID-19 pandemic taught the business world many things, chief among them the power of agility. Businesses that succeeded with limited impact on their bottom lines, reputations, and public safety were able to embrace technology and pivot their businesses accordingly.

Now, 69% of businesses are planning to increase their resilience in the near future as a result of the pandemic.

Here are some of the things you can do to ensure resiliency during any crisis:

  • Make adaptability/resiliency a core competency.
  • Adopt technology built for resilience (think cloud-based, future-forward organizations with impressive roadmaps and heavy R&D investments).
  • Involve the top leaders of your organization in the crisis planning process. That’ll ensure it gets the resources and attention it deserves.

Don’t fail to plan

While one crisis is passing, the possibility of another is always on the horizon. Now that we know what to expect when the worst happens, we’ll all be better equipped to handle smaller problems as they arise.

The best way to prepare for the worst is to have a crisis plan your team knows inside and out, and the right technology to support it. Explore how an AI-powered contact center can keep your team connected, informed, and ready for anything

 

6 Tips to Improve Retail Customer Experience

Posted on Max Fortis

If you’re like the rest of the retail industry, you either have to build an online shopping experience from scratch or seriously ramp up your web-store capabilities.

This meant your retail customer experience took a hit.

As customer satisfaction declined in 2021 and expectations rose, online retailers faced pressure to adapt or risk losing customers.

So what’s an e-tailer to do to improve online retail customer satisfaction?

Embrace messaging.

Even if you’ve adopted various forms of business messaging, there are many ways to elevate your strategy and improve your customer satisfaction in retail.

Read on to see why messaging has become a vital part of improving retail customer experience, along with 6 ways to use it to improve customer satisfaction.

Why messaging is essential in online retail.

Messaging is changing the way online retailers do business, but it’s more than a box that needs checking. You shouldn’t just roll out an SMS/text messaging or WhatsApp program and staff it with customer service reps from your contact center. To make the most of it, you need a well-developed strategy.

Text messaging especially has the potential to improve the retail customer experience. Four out of 5 customers send a text message on a daily basis, and nearly half of consumers prefer messaging as a means to connect with businesses. Your customers are telling you that they want to interact via messaging, why not listen?

Here at Quiq, we’ve seen rapid adoption of messaging by online retailers. Brands like Overstock, Pier 1, and Tailor Brands have experienced tangible benefits, including more natural customer engagement, lower service costs, and a reduced workload.

6 ways to improve online retail customer satisfaction with messaging.

E-tailers struggle with customer satisfaction. There are some aspects out of your control (ahem: shipping and manufacturing anytime after March 2020), but there are things you can do to alleviate your customers’ struggles.

Messaging is a big part of that. Having reliable communications and using them strategically helps promote customer satisfaction. Here are 6 ways you can use messaging to improve your online shopping experience.

1. Help shoppers find the perfect product.

The biggest argument against online shopping for years has been the lack of personalized customer service. Shoppers can’t ask for recommendations (and algorithms hardly make up for it), sizing help, or general advice.

Messaging helps your team close that gap (along with the support of AI agents). Yes, it’s great for post-purchase interactions. But customers also want help before they checkout. In fact, nearly two-thirds (64%) of customers use messaging when they want to make a purchase or a booking/reservation, according to our Customer Preference for Messaging report.

Quiq lets you help customers when they need it most. You can provide the on-demand service they need while shopping your site, viewing your products on social media, or browsing your app. You’re giving them that in-store, personalized experience while they’re going about their day. This kind of proactive assistance plays a key role in improving retail customer experience.

2. Provide transparent interactions.

When customers call your support line, are they greeted with a “This call may be recorded” message? That’s a great tool for your business, but what about the customer? Once they end the conversation, they have no record of the interaction. They can’t refer back to it later, check to make sure they heard everything correctly, or prove that the conversation even existed. Yes, some companies offer a confirmation number, but that does little to help your customer access the information.

Even popular web chat solutions can be session-based, meaning when the session is over, the conversation disappears. Customers can’t refer back or naturally start the conversation back up when a related question pops up.

We know the importance of asynchronous communication. Customers aren’t always available to respond instantly, and sometimes new questions appear once their first ones have been answered. That’s why Quiq’s web chat conversations are persistent; they start right where they left off. Plus, customers can request to have their web chat transcripts emailed to them.

You get an even longer messaging history on channels like SMS/text and Facebook Messenger.

Persistent communication threads help build trust and enhance the retail customer experience. Mobile messaging adds an additional layer of transparency. Message history can stretch back even further than the last conversation on SMS and Facebook Messenger, giving the customer access to older messages and more conversation details.

3. Staff for multiple messaging channels.

An omnichannel messaging strategy can greatly enhance your retail customer experience when it’s done right. Customers frequently ping-pong across platforms. Zendesk’s 2022 CX Trends report found that 73% of customers want the ability to start a conversation on one channel and pick it back up on another.

Yet, it’s all too easy to add messaging channels and hand them over to your call center agents. While it’s feasible to cross-train your customer support team on both phones and messaging, there’s a little more to it than that.

First, you need to ensure you have available staff to cover multiple messaging channels. Asynchronous messaging does save time over traditional phone calls. But if your team is already stretched thin, adding additional channels will just feel like a burden. Plus, we all know that customers hate to wait.

Try assigning staff members to your messaging channels. While Quiq clients can serve customers on the platform the customers prefer, it takes a trained and available support team for a great omnichannel experience.

4. Reduce wait times.

Speaking of waiting, customers hate it. While you might think the pandemic has made customers more patient and understanding, the opposite is true. Frustrated customers want things to return to “normal” and have higher expectations of all business, e-tailers included. According to Zendesk, 60% report that they now have higher customer service standards after the pandemic.

Messaging helps smooth the peaks of inbound support requests when you need it most. Since agents can respond to messages at different speeds, they can handle multiple inquiries at once. A message doesn’t require their full attention for a fixed amount of time. As a result, Quiq clients report work time is often reduced by 25–50%. That time savings leads to faster resolutions and an improved retail customer experience.

5. Delight your visually-driven audience.

Why spend 5 minutes describing a problem when you can take a picture of it in 5 seconds? Visual communication is an underrated part of creating a memorable customer experience in retail. Phone calls only give you one way to interact with your customer, and emails are too slow for problems that need immediate attention.

Rich messaging is the next step to improving your customer service experience. Found in Apple Messages for Business, Google’s Business Messaging, and more, rich messaging amplifies your customer conversations. From GIFs to images to videos, there are plenty of features to engage your audience visually.

You can even take it to the next level and build an entire customer experience with rich messaging. Process secure transitions, schedule appointments, and send reminders, all through messaging.

See how TechStyleOS integrated rich messaging with Quiq >

Improve your customer satisfaction and boost engagement with these advanced features that are sure to delight shoppers.

6. Entice customers to come back.

Remember those high customer expectations? Unfortunately, customers are quick to switch brands. Which means you need to consistently give them the best online shopping experience.

Sustained follow-up is a major contributor to customer experience in retail. It doesn’t stop at the sale. A good messaging strategy includes post-purchase engagement to encourage customers to come back. While email is currently the preferred method for online retail, it comes with low open rates and even lower click-through rates.

Instead, lean into outbound text messaging for post-purchase communications. Here are a few easy examples to get started:

  • Send an order confirmation
  • Share a shipment tracking link
  • Send a special discount code
  • Ask them to join your rewards program

With nearly a 100% read rate, outbound text messaging is a more engaging way to connect with customers.

Messaging is the way to customer satisfaction.

Online retailers face many challenges, but engaging with customers shouldn’t be one. Messaging is already helping many online retailers establish a stronger relationship with their customers and elevate the retail customer experience. For many retailers, adopting a messaging platform gave them a customer-centric way to chat with their shoppers.

Messaging has become a vital part of the online shopping experience, and implementing these smart strategies will help skyrocket customer satisfaction. And Quiq is there to help.

5 Agentic AI Examples and Use Cases

Posted on Mark Kowal

Agentic AI is poised to have a massive impact on businesses. Unlike traditional AI systems that do simple answer generation from a knowledge base, agentic AI takes things further—it possesses the ability to act autonomously, learn from interactions, and make independent decisions to achieve specified goals.

This advanced form of AI goes beyond basic automation, offering adaptive and intelligent solutions that can improve how organizations operate and deliver value to their customers. Let’s explore how agentic AI is reshaping industries and creating new opportunities for growth.

Agentic AI Use Cases Across Industries

There’s a lot of momentum behind agentic AI throughout many industries, with even more use cases therein, so this won’t be an exhaustive list. Still, here’s where I see the most exciting agentic AI use cases right now.

1. Customer service and support

This is one of our main focuses here at Quiq. Agentic AI is improving pre- and post-sale customer service by automating repetitive, time-consuming tasks without losing the human touch that today’s customers demand. Unlike traditional chatbots that follow rigid scripts, these systems understand context and provide natural, human-like responses.

Here’s how:

Customer-facing AI agents

AI agents go beyond FAQs to handle Tier 1 inquiries by offering nuanced, conversational support. They can understand the context of a conversation, the appropriate time to help a customer self solve, and when to escalate to another team member.

Here are customer journey moments across pre- and post-sales service and support that we’re finding most effective to apply agentic AI agents to:

Pre-sale customer service

  • Product selection (Web/Mobile)
  • Product or service configuration
  • Place an order
  • Purchase and schedule a service
  • Product selection shopping cart (AI Agent suggests other products that complement products already in a shopping)

Post-sale customer support

  • Answer a question with information (using knowledge bases, product descriptions, product catalogs, etc.)
  • Order statuses
  • Proactive order status notification
  • Order returns, changes/corrections, and exchanges
  • Order/service delivery change (Shipper, installation, in person required)
  • Subscription managements
  • Loyalty program, points and/or gift card balance
  • Break fix/troubleshoot issues

Agent-facing and employee-facing AI assistants

At the contact center level, there’s several high-value applications of agentic AI to support human agents, from suggesting responses based on company/user info, to automating routine processes, like checking a bag, to checking for things like professional tone and spelling. If you’re interested in all the ways you can get started adopting next-gen AI for contact centers, watch our recent webinar on this topic, From Contact Center to Agentic AI Leader: Embracing AI to Upgrade CX.

Agentic AI can also aid other employees, outside of contact center agents. For example, we worked with one office supply retailer to empower their in-store sales associates with an AI assistant that provides fast answers to customer questions. And another, high-profile carpet retailer in Europe uses a Quiq-powered AI assistant to help onboard and train their employees.

Workflow automation

Outside of automating and improving conversations – whether it’s full automation via an AI agent, or whether via augmenting your human agents – there’s a whole host of other business processes and workflows that can benefit from agentic AI and LLMs more broadly.

Think everything from delivering better semantic search to users on your website (either product or knowledge base search), to automatically classifying and grading every customer interaction with your business (measured with metrics like CSAT).

Workflow automations can enable businesses to leverage the power of agentic AI and LLMs on demand to improve processes and customer touch points across their entire organization, not just during a conversation.

The result: Better containment and resolution rates, and customer effort scores (CES) if a customer is escalated to a human agent. Reduced average handle time (AHT), more consistent service quality, satisfied customers, and support teams empowered to focus on complex, high-value tasks.

2. Sales and account prospecting

Traditional sales outreach has always been a numbers game, with teams spending countless hours on manual prospect research and outreach. Agentic AI is changing this landscape by automating the most time-intensive aspects of prospecting while making interactions more personalized and effective than ever before.

Here’s how:

  • Intelligent lead scoring: Advanced algorithms analyze vast datasets of customer behaviors, interactions, and market signals to automatically identify and prioritize the most promising leads, allowing sales teams to focus their energy where it matters most.
  • Data-driven personalization: AI agents craft highly tailored outreach campaigns by synthesizing prospect data, past interactions, and industry trends to create messaging that resonates on an individual level.
  • Automated account management: Proactive monitoring of customer accounts to predict churn risks, identify up-sell opportunities, and maintain engagement through automated but personalized touch points.
  • Real-time sales intelligence: AI-powered dashboards provide sales representatives with actionable insights about prospect behavior, helping them make informed decisions about when and how to engage.
  • Multi-channel engagement optimization: Smart analysis of prospect engagement patterns across channels to determine the optimal timing, medium, and message for each interaction.
  • Predictive pipeline management: Advanced forecasting capabilities that help sales teams anticipate deals at risk and identify which opportunities are most likely to close.

The result: Sales teams can see higher conversion rates, reduce time spent on manual prospecting, and have more meaningful customer relationships built on data-driven insights rather than gut feelings. This optimizes sales cycles and leads to increased revenue, and sales representatives who can focus on what they do best: building relationships and closing deals.

3. Supply chain and logistics

Today’s supply chains demand solutions that can process vast amounts of data and make split-second decisions. Agentic AI is improving this space by creating self-optimizing supply chains that can predict, adapt, and respond to changes in real-time, far beyond what traditional automation could achieve.

Here’s how:

  • Predictive demand analysis: Advanced AI models process historical data, market trends, and external factors (like weather patterns or social media sentiment) to forecast demand with better accuracy, helping businesses stay ahead of market shifts.
  • Intelligent route optimization: Real-time analysis of traffic patterns, weather conditions, and delivery windows to automatically determine the most efficient delivery routes, reducing both costs and environmental impact.
  • Dynamic inventory management: AI-powered systems that continuously monitor stock levels across locations, automatically adjusting ordering patterns based on demand fluctuations, and preventing costly stock-outs or overstock situations.
  • Supplier risk assessment: Continuous monitoring of supplier performance, market conditions, and global events to identify potential disruptions before they impact operations, allowing for proactive mitigation strategies.
  • Automated procurement intelligence: Smart systems that analyze market prices, supplier performance, and internal needs to automatically trigger purchases at optimal times and prices.
  • Predictive maintenance scheduling: AI agents that monitor equipment performance and predict maintenance needs before failures occur, minimizing costly downtime.

The result: Companies achieve more efficient supply chains with reduced operational costs, improved delivery times, and enhanced customer satisfaction. Benefits include more resilient operations, better inventory management, and a significant competitive advantage in the market.

4. IT operations and workflow automation

Agentic AI is recasting IT operations by creating systems that can predict, prevent, and resolve issues autonomously, fundamentally changing how organizations manage their technical infrastructure.

Here’s how:

  • Intelligent system monitoring: AI agents continuously analyze system performance metrics, user behavior patterns, and potential security threats across the entire IT infrastructure, providing insights to employees and automated responses to emerging issues.
  • Predictive problem resolution: Advanced algorithms identify potential system failures or bottlenecks before they impact operations, automatically implementing fixes or alerting IT teams with detailed solution recommendations.
  • Automated security management: Real-time threat detection and response capabilities that go beyond traditional rule-based systems, learning from new attack patterns and automatically implementing defensive measures for the team.
  • Smart resource allocation: Dynamic adjustment of computing resources based on actual usage patterns and predicted demand spikes, ensuring optimal performance while minimizing costs.
  • Workflow intelligence: AI-powered analysis of business processes to identify bottlenecks, suggest improvements, and automatically implement optimizations where possible.
  • Self-service enhancement: Intelligent AI assistants that can handle routine IT requests and troubleshooting, learning from each interaction to improve future responses.

The result: Organizations experience significantly reduced system downtime, faster issue resolution, and more efficient resource utilization. IT teams can shift their focus from routine maintenance to strategic initiatives, while employees enjoy more reliable systems and faster support response times.

5. Marketing personalization

Gone are the days of one-size-fits-all marketing campaigns. Agentic AI is enhancing how brands connect with their audiences by enabling true one-to-one personalization at scale, upleveling generic messaging into highly targeted, contextually relevant experiences that evolve in real-time based on customer behavior.

Here’s how:

  • Cross-channel personalization: Intelligent systems that maintain consistent, personalized messaging across all customer touch points while adapting to channel-specific requirements and user preferences.
  • Predictive journey mapping: Advanced analytics that anticipate customer needs and automatically adjust marketing touchpoints, ensuring the right message reaches the right person at the optimal moment in their journey.
  • Campaign optimization: Continuous monitoring and automatic adjustment of campaign parameters, creative elements, and targeting criteria to maximize performance without human intervention.
  • Smarter budget allocation: AI-driven analysis of campaign performance that automatically redistributes marketing spend to the highest-performing channels and audiences in real-time.
  • Behavioral intent analysis: Sophisticated processing of customer interactions to predict future behaviors and automatically trigger relevant marketing actions before customers even express their needs.

The result: Marketing teams can achieve higher engagement rates, conversion rates, and better ROI on their marketing investments. Customers receive more relevant, timely communications that actually add value to their experience, leading to increased brand loyalty and CLV (Customer Lifetime Value).

Agentic AI use cases in four key industries

Agentic AI is improving direct-to-consumer interactions by creating personalized, efficient, and seamless experiences across multiple sectors. Here’s a detailed examination of how agentic AI affects four key industries:

1. Retail

Here’s how retail is being redefined by AI to create hyper personalized shopping experiences in channels like eCommerce while streamlining operations:

  • Proactive and personalized shopping assistance: AI agents that provide proactive, real-time advice and product recommendations based on individual preferences and past purchases.
  • Customer service automation: Intelligent AI agents that handle inquiries, returns, and provide product information 24/7.
  • Cart abandonment prevention: Smart systems that identify and address potential checkout issues before they lead to abandonment.

The result: Higher conversion rates, reduced cart abandonment, better CSAT, enhanced resolution rates, and improved customer loyalty through AI-driven shopping experiences.

Learn how a national furniture retailer reduced escalations to human agents by 33% with Quiq. Get case study >

2. Travel

Here’s how the travel industry is leveraging agentic AI to create seamless journeys:

  • Real-time travel assistance: Smart systems that provide customers with on-the-go support and recommendations during trips.
  • Personalized experiences: AI-driven recommendations to customers for activities and experiences at destinations.
  • Intelligent trip planning: AI agents that create customized itineraries based on preferences, budget, and travel history.
  • Price prediction: Advanced algorithms that forecast flight and hotel prices to recommend optimal booking times to the customers.
  • Disruption management: Automated systems that predict and respond to customers’ travel disruptions with alternative solutions.

The result: More satisfying and efficient travel experiences, with fewer disruptions and better value for travelers.

3. Hospitality

Here’s how agentic AI has enabled hotels and restaurants to deliver superior service while improving operational efficiency:

  • Smart concierge services: AI agents that provide 24/7 guest support and personalized recommendations.
  • Room customization: Automated systems that adjust room settings based on guest preferences.
  • Schedule optimization: Intelligent back-of-house systems that manage staffing, inventory, and maintenance schedules.
  • Guest experience prediction: AI analysis of guest data to anticipate needs and prevent issues.

The result: Enhanced guest experiences, improved operational efficiency, and higher satisfaction rates across all service touchpoints.

Check out how Accor doubled intent-to-book metrics with Quiq’s AI. Read case study >

4. Financial services

Here’s how AI agents are revitalizing financial services by delivering 1:1 financial guidance and automated wealth management solutions:

  • Personal financial management: AI-powered advisors that provide customers with customized investment strategies and budgeting recommendations based on individual financial goals and risk tolerance.
  • Investment automation: Smart portfolio management systems that automatically rebalance and optimize investments for customers.
  • Fraud prevention: Intelligent behind-the-scenes systems that detect and prevent unauthorized transactions in real-time.
  • Credit decisioning: Automated assessment of creditworthiness using alternative data points and behavioral patterns.

The result: More accessible financial services, improved security, and personalized wealth management solutions for consumers at all levels.

Agentic AI Final Thoughts

Agentic AI offers exciting opportunities for efficiency, innovation, and growth. Those who embrace agentic AI will find themselves better positioned to meet evolving customer expectations and market demands.

The technology’s ability to automate complex tasks while maintaining a human touch, as demonstrated by what you can build in Quiq’s AI Studio platform, showcases its potential to revitalize business operations across industries. From customer service to sales, from supply chains to marketing, agentic AI is proving its value in driving business success.

To stay competitive and support consumers’ growing preference for quick self-service resolutions, organizations must consider how agentic AI can enhance their operations and drive growth. Get in touch with us today for a demo on how Quiq’s agentic AI can help your business move the CX metrics that matter most to you.

15 Tips to Friendly Customer Service

Posted on Max Fortis

We frequently talk about metrics and tools, and systems for providing excellent customer service. While those are all critical aspects of a great customer experience, there’s one simple thing to remember, above all else:

Start with friendly customer service.

And we don’t mean that fake-smile, roll-your-eyes-when-you-turn-your-back service from department stores of the past. We mean true, genuine, friendly customer service.

Let’s dig into what friendly customer service looks like in the digital age and why it’s vital to business success.

Friendly customer service is critical, especially online.

As commerce moves more and more online, it gets harder to convey friendly service. Customers can’t see your bright shining face, they can’t discern your helpful tone of voice. But those aren’t the only reasons friendly service is so important.

Customers have more choices than they used to. Products and services are harder to differentiate, so many customers rely on other intangible ways to decide between brands. Customer service is a great way to stand out, and having friendly customer service could put you miles ahead of your competitors.

In Salesforce’s State of the Connected Customer report, customers ranked “Treat me as a person, not a number” as one of the top 3 actions that build trust. And 94% say how a company treats its customers influences their decision to buy.

Plus, customers’ opinions of customer service are often cumulative. Even small interactions add up to their overall perception of your brand. Customer experience was the top factor (43%) that drives customer loyalty for online shopping, according to a consumer survey from BrizFeel.

Keep reading for some friendly customer service tips.

What does friendly customer service look like over messaging?

Even this writer will admit it—enthusiasm can get lost over messaging. It’s easy to read helpful sentences as condescending or patronizing. And periods? Don’t even get us started.

But there are ways to appear more friendly through online customer service. Here are a few of them.

1. Start with a *digital* smile.

You’ve heard of service with a smile—and even how a smile comes through over the phone—but what does that look like for customer service messaging? It’s all about enthusiasm!

Start with an enthusiastic welcome and a few pleasantries if your customer’s time permits.

For example, start with something like this:

Hello! How are you this morning/afternoon/evening? What can I help you with today?

Even small variations from the standard, “Hi, how can I help you?” will make a customer feel less like a number and more like a person.

2. Use exclamation points!

Don’t be afraid to throw in exclamation points! At times, exclamation points have been controversial (do we use them in emails?), but messaging lends itself to more casual conversations. Use them, especially in intros and goodbyes (i.e., Hello! and Let us know if there’s anything else we can help you with!). Just be sure to pay attention to the customers’ sentiment. If they’re upset or angry, an exclamation point can rub them the wrong way.

3. Embrace emojis.

It’s hard for your customers to see or hear the tone in your text, so use emojis to help connect with them, just like you would a friend. Okay, maybe not just like your friend. Avoid accidentally inappropriate emoji conversations by laying out which are and are not appropriate for your support staff to use.

As long as emojis fit within your brand voice, use them to punctuate a conversation, just like you would with real emotions in person. We’d stick with the simple smiley faces or a well-timed shocked face .

4. Use sentiment check-ins.

It’s hard to tell when a customer is satisfied with the conversation, frustrated, or confused. Ask questions throughout the conversation to check in with them. Simple questions like “Do you have any questions?” or “Is that what you were looking for?” can help you assess how the customer is feeling.

You can also use Agentic AI platforms to help track customer sentiment through written cues and even prioritize conversations based on it.

5. Use your manners.

Texting has shortened our written communications and eliminated a lot of the niceties of the past. But when you’re chatting with customers, it’s important to remember your manners. Say please when asking for information, and always say thank you after they’ve given it to you.

While many customers think manners are table stakes, it’s certainly worth repeating. Even though messaging is a much more casual communications channel, niceties work for every occasion.

6. Be mindful of customers’ time.

Your customers are busy! Although many digital communication channels are asynchronous (both you and the customer don’t have to be present at the same time), you want to keep conversations as short as possible, without losing that friendliness.

Sometimes that means skipping the small talk. While it works in person and sometimes over the phone, it rarely works over messaging. Asking about your customer’s day is fine, but if you’re getting short, clipped responses, that’s an indicator that they’re in a hurry. Most of the time, customers want to get in, get their questions answered, and get out. Respect that, and don’t draw out the conversations unnecessarily.

7. Respond as quickly as possible.

We know that this is a given (of course, you’re responding quickly), but it’s important to remember. When you’re chatting with a friend, an instant response will always show more enthusiasm than one that comes 30 minutes later. Do your best to respond quickly to problems that your customers deem urgent.

Responding quickly is also more likely to reflect the pace of an in-person conversation, which customers might find more natural and friendly.

8. Don’t skimp on product knowledge.

When agents can’t answer questions or spend the majority of their time searching for answers, friendly service can go out the window. While information is at your agents’ fingertips, they should still know as much about the business as possible.

Continually train agents on new products and services, along with ongoing soft skills training. It’ll keep agents on top of their product knowledge and keep them fresh and enthusiastic to serve customers better. Another avenue you can explore is an AI agent for customer service.

9. Be respectful.

It’s easy to get swept away in emotions, especially when agents have dealt with their 10th angry customer of the day. Customer service can be a difficult job, especially when customers are frustrated over products and services (or even with the world in general). While it’s easier said than done, agents should stay calm when chatting with customers.

Here are some ways to help agents get through tough conversations:

  • Step away if emotions get too high.
  • Loop in a manager or another support agent to help diffuse the situation.
  • Use role-playing to practice handling difficult situations.
  • Remember, it’s not personal.

Reducing agent stress will also help promote a more respectful environment for customers. When agents aren’t worried about meaningless metrics (only the important ones) or an unstable work environment, they’re much more likely to have friendly customer interactions. Only 15% of agents are extremely satisfied with their workload, according to Zendesk. That dissatisfaction will likely trickle down to your customers.

10. Be honest.

Ready for a cliche? Honesty is the best policy! Okay, maybe not always, but it’s certainly important when delivering friendly customer service.

Customers say communicating honestly and transparently is the #1 way to build trust, according to Salesforce. That means customer service reps should give real answers when customers ask why something went wrong and be upfront about internal mistakes.

Honesty also needs to be a top-down initiative. Agents can’t be open and honest with customers if they’re not getting the truth themselves. Incorporate honesty into every level of your organization, and your customers will feel it.

11. Active Listening

Active Listening is one of those underrated customer service tips that can instantly elevate the customer experience. It’s not just about hearing someone’s words, it’s about fully understanding what they mean,  how they feel, and what they need. Customers want to feel like they’re being heard, not just nodded along to.

When reps actively listen, they create space for the customer to express themselves. A great way to show this is by paraphrasing what the customer said. Try something like, “What I’m hearing is that your order didn’t arrive on time, and you’re hoping we can make that right.” This not only confirms understanding but shows the customer you’re paying attention.

Make active listening a core part of your customer service training. Encourage team leads to role-play real conversations, highlight great listening behavior, and provide scripts that include empathetic reflection. Listening may seem like a soft skill, but it’s the foundation of strong, friendly customer service.

12. Empathy.

Empathy is the ability to step into your customer’s shoes, see the situation from their perspective, and respond with compassion. In customer support, that means recognizing emotions, especially frustration, and showing you genuinely care about resolving the issue.

An empathetic phrase can shift the tone of a conversation in seconds. For example: “I can see how that would be frustrating. Let’s fix this together.” Simple, but powerful.

Empathy isn’t just a personality trait; it should be embedded into your customer service culture. Regularly surface examples of great empathetic responses in team huddles, and coach agents on tone and emotional intelligence. When empathy becomes second nature, so does excellent service.

13. Patience.

Let’s face it: not every customer interaction is quick or easy. Some people need more time to explain their issue, or they may be feeling overwhelmed. In those moments, patience is more than a virtue; it’s a necessity.

Train your team to pause before responding, give customers space to speak without interruption, and allow silences to settle. Rushing to solve a problem might seem efficient, but it can make a customer feel dismissed.

Make sure managers call out patient behavior in coaching sessions. When agents are praised for taking the time to do things right, rather than fast, it reinforces the importance of true customer care.

14. Personalization.

A personalized customer service experience doesn’t just solve problems, it builds relationships. When customers feel like you know them, remember them, and value their preferences, they’re far more likely to stay loyal.

Something as simple as referencing a past interaction, “I see you’ve ordered this before, want to try the new version?” It can create a moment of delight. Tools like CRMs and AI-powered customer service messaging platforms help reps deliver these experiences at scale.

Personalized service isn’t just nice to have anymore; it’s expected. Make sure your team uses the data available to treat each customer like an individual, not a ticket number.

15. Customer feedback utilization.

Gathering customer feedback is great, but acting on it is where the magic happens. Customers want to feel like their voice matters and their insights lead to improvements. 

Make it a habit to follow up on feedback, especially if it influenced a change. A quick message like, “Thanks to your input, we’ve improved our delivery notifications,” turns a suggestion into a loyalty-building moment.

Incorporate feedback review into your regular cadence with operations and product teams. When everyone is aligned, you can close the loop and create a system that continuously improves your service and your relationship with your customers.

Friendly customer service pays off.

Need some motivation to implement these friendly customer service tips? How about higher revenue?

According to Zendesk, 81% of customers are more likely to make another purchase after a positive customer service experience. There’s more:

  • 74% of customers are more likely to forgive a mistake after excellent customer service.
  • 70% have made a purchase decision based on customer service.
  • 61% say they would switch to a competitor after just one bad customer service experience.

Friendly customer service is the key to building brand loyalty, enhancing customer retention, and increasing revenue.

Remember: Friendly service first.

If you only remember one thing from these friendly customer service tips, let it be that friendliness trumps most. It turns mistakes into opportunities, bad experiences into good ones, and good experiences into great ones.

Yes, metrics and tools and processes, and surveys are all important aspects of running a working customer service center. But friendly agents with a heart are what make it truly successful. With Quiq’s AI-powered platform, you can give your team the tools to deliver that kind of service at scale.

What is AI Automation? Key Benefits and Use Cases

Posted on Bill O’Neill

While the horizon of artificial intelligence promises truly autonomous, agentic systems capable of complex reasoning and action, the journey for many businesses begins with mastering AI automation. This powerful application of AI is already a transformative force, enabling companies to streamline workflows, enhance customer interactions, and operate with greater speed and intelligence. For customer experience (CX) leaders, AI automation is a foundational element for responsive service and a critical building block for the more advanced AI-driven experiences of tomorrow.

In this article, we’ll explore what AI automation means, how it differs from traditional automation, how it works behind the scenes, and how companies like Quiq are putting it into practice. You’ll also learn about the measurable benefits of AI automation, real-world use cases across industries, and where the technology is headed next.

What is AI Automation?

AI automation refers to the application of artificial intelligence tools to enhance the capabilities of automation beyond basic tasks. It combines capabilities such as machine learning (ML) and natural language processing (NLP) to enable systems to make informed decisions and adapt to new information. Unlike traditional automation, which follows predefined rules, AI automation continuously evolves, with human supervision, by learning from data and user behavior.

Traditional automation performs repetitive, clearly defined tasks based on static instructions. For example, robotic process automation (RPA) is often used to complete tasks like filling out forms or updating inventory records—jobs that follow a consistent and predictable pattern. Unlike its rule-based counterpart, AI automation adapts to context. It can pick up on what a customer is really asking, even if the wording isn’t perfect, and respond in ways that feel personal and helpful.

This level of responsiveness is made possible by technologies like machine learning, natural language processing, and generative models. These tools help systems learn from real-world conversations, recognize changing trends, and adapt over time, making automation more useful and human-friendly.

Learn more about Quiq’s AI Studio.

Is AI the Same as Automation?

Not quite. Automation is about following a set of instructions to carry out repetitive tasks, like sending scheduled emails or completing basic transactions. It’s a reliable workhorse, but it doesn’t think on its feet.

Artificial intelligence, on the other hand, introduces adaptability.

It processes data, identifies patterns, and makes decisions without being explicitly programmed for every scenario. AI automation combines these strengths: it’s automation infused with AI’s ability to adapt and make intelligent decisions. This is often achieved through supervised learning, where models are trained on historical data to recognize patterns and inform future actions.

Consequently, AI automated systems can handle more nuanced situations and refine their performance as they process more information or their underlying models are updated.

A side-by-side table comparing AI automation and traditional automation across task type, adaptability, decision-making, human interaction, tools used, CX impact, and use case suitability.
AI automation goes beyond static, rule-based processes by introducing adaptability, contextual understanding, and human-like interaction, reshaping how businesses approach efficiency and customer experience.

While many organizations still rely on rule-based automation, the growing integration of AI is allowing businesses to shift toward more flexible systems that respond in real time. This evolution supports smarter decision-making and more strategic operations.

Where they overlap is in use cases that start with predictable steps but require intelligent escalation, such as handling a customer query that begins with a bot but needs agent assistance.

How AI Automation Works

AI automation systems are typically powered by:

  • Machine Learning (ML) – learns from historical data to make better decisions over time.
  • Natural Language Processing (NLP) – understands and responds to human language. This increasingly involves Generative AI, often powered by Large Language Models (LLMs), to create novel, contextually relevant, and human-like conversational responses.
  • Robotic Process Automation (RPA) – executes repeatable digital tasks with precision using software “bots”.

At Quiq, AI automation is embedded across the entire product ecosystem, from customer-facing AI agents to behind-the-scenes orchestration. Public-facing agentic AI plays a key role in handling inquiries, while the back-end layers manage increasingly sophisticated workflows. Even future workforce tools are being designed with AI as a foundational element.

In practical terms, AI automation starts with input—like a customer message—analyzes the context, applies logic via trained models, and then takes the appropriate action. Using Quiq’s AI Studio, businesses can create smart virtual agents that accurately reflect how their teams actually work and then plug them into existing systems without heavy development cycles.

Benefits of AI Automation

The promise of AI automation isn’t just theoretical; it’s being realized every day by companies that implement it thoughtfully and strategically. AI automation is already changing the way teams deliver customer service. It’s not just about doing things faster or cheaper anymore. It’s about making room for more collaboration, more personalization, and better experiences for both customers and the people who serve them.

Let’s explore the most impactful benefits:

Improved Efficiency and Productivity

AI automation reduces manual workloads and accelerates response times, allowing teams to focus on higher-value tasks. In a support center, automated triage and routing can dramatically cut wait times and ensure that each inquiry reaches the right team member faster. Human agents spend less time on repetitive data entry and more time solving complex problems. The result is a smoother workflow, better resource allocation, and increased overall output.

Cost Reduction

By automating routine tasks, companies can lower operational costs and minimize human error. In industries with high volumes of customer interactions, like retail or telecom, AI automation helps reduce the need for large frontline teams to handle repetitive queries. Instead, those resources can be reallocated to more strategic initiatives, all while lowering overtime, training expenses, and costly error correction.

Scalability

AI systems can scale faster than human teams, handling thousands of interactions simultaneously without a drop in quality. When demand suddenly rises, whether it’s during a seasonal rush, a big product launch, or a flash sale, AI automation can step in instantly. Instead of scrambling to bring on extra staff or risking long wait times, businesses can rely on their automated systems to flex and respond in real time. That means smoother service, happier customers, and less pressure on your team.

Enhanced Accuracy

AI automation helps teams get the details right the first time. It reduces the frequency of those small but costly errors that occur when people are juggling too many tasks. By handling repetitive, rules-based work with consistency, AI gives employees more breathing room to focus on tasks that truly require their attention and judgment. In contact centers, it can standardize how inquiries are routed, ensure compliance with data handling protocols, and cut down on repeated follow-ups caused by incorrect or incomplete information. By removing inconsistencies and minimizing manual errors, it supports higher-quality work and better results at scale.

Better Customer Experiences

Nobody enjoys being stuck on hold or having to repeat their issue over and over. AI automation helps avoid that frustration by jumping in early, pulling up helpful context, and getting customers what they need faster and with less hassle. AI remembers past conversations and pulls up helpful info fast, so customers don’t have to start from scratch each time. Whether they’re tracking a package or choosing the right size, the experience feels quicker, easier, and more personal.

For example, a returning shopper may receive personalized product suggestions based on past behavior. At the same time, a support request can be routed directly to the agent best equipped to handle it, saving time and improving satisfaction. And more relevant support any time they need it. It helps create experiences that feel more personal and responsive, even when a human agent isn’t involved.

Actionable Insights

AI systems don’t just complete tasks; they learn from them. Every interaction becomes a valuable source of insight. Over time, this enables teams to identify patterns, spot emerging issues, and continually refine their operations. Businesses can use these insights to fine-tune their product offerings, anticipate customer needs, make more informed staffing decisions, and deliver more thoughtful, data-driven support. It’s about turning every customer moment into an opportunity to improve.

According to PwC, AI-powered automation could contribute up to $15.7 trillion to the global economy by 2030, with much of that growth expected to come from productivity improvements and consumer demand.
– Scott Likens, Global Chief AI Engineer, Principal, PwC United States

Real-World AI Automation Use Cases

The adoption of AI automation is accelerating across industries, with tangible results. IDC research shows that 78% of organizations worldwide are either using or planning to use AI in the next two years, reflecting the rapid global adoption of AI technologies. This shift is reshaping both customer-facing interactions and internal operations, unlocking new efficiencies and capabilities across the enterprise.

A businessperson typing on a laptop with AI and data analytics icons projected above the keyboard, representing artificial intelligence automation and real-time insights.

Here’s how AI automation is making a difference in real-world scenarios:

Customer Service

Quiq’s Digital Engagement Center uses conversational AI to manage incoming queries, triage issues, and escalate to human agents when needed. It’s a seamless blend of automation and human touch.

E-commerce

AI bots manage order updates, answer product questions, and offer personalized recommendations—all in real time.

Financial Services

Fraud detection, loan processing, and customer onboarding can all be accelerated using AI automation.

Healthcare

AI tools streamline scheduling, triage patient requests, and automate back-office paperwork.

Manufacturing

Predictive maintenance and supply chain optimization are enabled by AI models that monitor equipment and demand trends.

A Forrester report states that 61% of customer service decision-makers say they are expanding or upgrading their automation investments to improve operational efficiency, agent productivity, and customer satisfaction.
– Karine Cardona-Smits, Ian Jacobs, and three contributors

The Future of AI Automation

The convergence of multiple technologies—AI, machine learning, automation, and cloud computing—is fueling an inflection point. Businesses that adopt AI automation early are creating compounding advantages in speed, insight, and customer loyalty.

According to a Deloitte article, the rise of generative AI agents is driving a major shift in enterprise automation. These agents are capable of collaborating, reasoning, and taking autonomous actions, augmenting human roles rather than replacing them, and enabling businesses to orchestrate more complex and responsive systems at scale.

At Quiq, this vision is already in motion. Features like intelligent escalation, intent detection, and AI-enhanced routing are helping support teams move from reactive to predictive service models.

As AI technology evolves, so does the scope of automation:

To understand where AI automation is headed, it’s essential to reflect on how quickly it has already evolved. A decade ago, automation was about basic scripts and workflows. Today, it includes intelligent learning systems that can not only complete tasks but also optimize and improve them with each interaction.

For example, Quiq’s AI Studio enables organizations to design and deploy intelligent agents that enhance service outcomes, allowing contact centers to operate as strategic growth engines, not just cost centers. With predictive analytics and real-time orchestration, customer issues can be anticipated before they arise, empowering agents to deliver faster and more thoughtful resolutions.

McKinsey & Company says by 2030, when people use AI-enabled tools, such as autonomous vehicles for transportation or interactive personal finance bots, they can repurpose their time for personal fulfillment activities or other productive purposes.
– Hannah Mayer, Lareina Yee, Michael Chui, and Roger Roberts

As AI technology evolves, so does the scope of automation:

  • Hyperautomation: End-to-end automation across systems, not just tasks.
  • Low-Code Platforms: Easier for non-technical teams to build AI-driven processes.
  • AI Ethics: Increased focus on transparency, bias reduction, and responsible AI deployment.

Quiq is investing in building intelligent, integrated systems that go beyond replicating existing tools. Future innovations include intelligent co-pilots for agents and deeper integrations between platforms, enabling even more proactive and personalized service.

How to Get Started with AI Automation

Getting started with AI automation doesn’t require a complete digital overhaul. For most organizations, the right approach is to start with a single process or channel that can benefit from automation and then scale based on the results. Here’s a simple roadmap to guide CX leaders:

  1. Identify High-Volume, Repetitive Tasks: Start with processes that drain human resources but follow predictable patterns, such as password resets, shipping updates, or FAQs.
  2. Choose the Right Tools: Solutions like Quiq’s AI Studio and Digital Engagement Center allow for quick configuration and integration with your existing tech stack.
  3. Involve Stakeholders Early: Loop in your support teams, IT, and compliance stakeholders to ensure alignment and scalability from day one.
  4. Monitor and Optimize: Use real-time analytics and dashboards to measure performance, customer satisfaction, and time savings. The best AI for automation learns and improves with every interaction.
  5. Scale with Confidence: Once successful in one area, expand automation to additional customer journeys or internal workflows.

Unlock the Power of AI Automation

AI automation isn’t just the latest tech buzz; it’s now essential to how businesses operate and grow. It helps teams work smarter, cuts down costs, and completely changes how companies connect with their customers. However, the companies seeing the greatest returns are those that take a strategic approach to AI, not just looking at it as a tool.

Quiq helps organizations align that strategy with execution. Quiq’s automation tools are designed to help businesses work smarter where it matters most, whether that’s speeding up response times, resolving issues more efficiently, or maintaining a consistent brand voice across every digital touchpoint. In today’s world, where customers expect fast and personalized support at all hours, having automation that learns and adapts isn’t a nice-to-have; it’s how you stay ahead of the curve.

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Your Guide to Collecting Feedback from Customers

Posted on Cristina Bravo-Olmo

Ugh, surveys… Right?

You talk to customers; your support team talks to customers. You feel like you have a pretty good idea of what’s working, what’s not, and what needs to improve.

But are you sure?

We know collecting and analyzing surveys can be a pain. It’s time-consuming, produces lots of information to sift through, and it doesn’t always give you the results you were hoping for.

The latter complaint (getting unexpected results) is why you should send out regular surveys. You might think you know what customers want and what is and isn’t working in your business, but you can’t be sure until you get direct feedback from customers.

And collecting and analyzing the data? It doesn’t have to be a pain. And that’s exactly what this post is about.

Keep reading to learn how to collect feedback from customers.

Set a foundation for collecting feedback from customers.

Sending surveys without clear goals or a purpose will lead to a lot of information without much use. Queue the information overload.

If you don’t identify your goals first, your survey quickly becomes a catchall. Companies tend to throw in every question they can think of and send it out to anyone who interacts with their business. This leads to breaking the two cardinal rules of consumer surveys: length and relevancy.

Very few people will make it to the end of your survey if it is too long. And if it’s too broad, you’ll bore customers or get skewed answers.

For example, maybe you have questions about your in-flight meals in your survey. Since you send the same survey to everyone, passengers on short flights without in-flight meals see the question too. While you might have an N/A option, you could also receive low scores from people irked that they didn’t get meal service, tainting your results.

Instead, start by answering these questions:

  • What information are you hoping to learn?
  • Who will you be surveying?
  • How will you be analyzing the results?

Pick your survey type.

Once you’ve decided on the information you’re hoping to learn from your survey, you need to determine which survey method will work best. You can choose from the many existing surveys that measure specific aspects of your business or create your own.

Here are a few popular survey types in the customer service industry:

  • Customer satisfaction (CSAT) surveys ask customers, “How satisfied were you with [product/service]?” CSAT surveys are best for in-the-moment feedback. Try sending this out immediately after a customer service interaction or product purchase.
  • Customer effort scores (CES) ask customers, “How easy was it to interact with [company]?” CES surveys are good predictors of customer disloyalty. The more effort it takes to interact with your company, the less likely customers are to return.
  • Net Promoter Scores® (NPS®) asks, “How likely are you to recommend [business/product/service] to someone you know?” NPS measures your customers’ perception of your brand. It’s a good indicator of return business and will help you identify your best customers.
  • Custom surveys measure whatever you want them to. You can pull together several existing surveys, ask questions specific to your business, and dive into customer motivations.

Since each survey measures different aspects of your business, there’s no reason you can’t use them all to inform your business. Start by rolling out one option, and add others where you see more opportunities. Just remember to send them to different customers so they don’t get survey fatigue.

Write your survey questions.

The next step is to write your survey questions. If you’re choosing one of the already established surveys, this task is pretty easy. Simply insert your company name and/or product/service into the standard questions per survey type, and you’re ready to go.

If you’re going the custom route, you’ll need to make some decisions. Decide which aspect of your business you’re focusing on and design questions that balance giving you the most information with the least friction for your customers.

Tips for writing survey questions.

Here are some helpful tips for writing your own survey questions:

  • Keep it short. The fewer the questions, the more likely you are to get high customer response rates.
  • Add optional questions. Give customers a place to explain their responses so you can see the reasoning behind your scores.
  • Avoid leading questions. Asking customers how much they liked your service will skew responses. Instead, ask neutral questions like, “How do you feel about our service?” or “Were you happy or unhappy with the service?”

3 common types of customer survey questions.

Consider how you’ll ask the questions. Some common types of question formats are:

  • Rating questions like 0–10 or star ratings
  • Yes/no or thumbs up/thumbs down questions
  • Free-form, text-based messages

Qualtrics has a helpful list of questions you can peruse as well.

Feel like you’re getting enough information from your existing surveys? Consider testing optional responses for the longer, thought-provoking questions. Ask those who complete the surveys if they’re willing to take a follow-up questionnaire or speak with one of your representatives.

Contact Us

Build your survey.

Once you’ve written your questions, it’s time to build your survey. First, identify which channels you’ll use to administer the survey. Many businesses use email to send surveys to customers.

Still, there are two big problems with that:

  1. Terrible email open rates.
  2. The length of time between the interaction and the survey completion.

The best way to get the most responses is to give your customers a frictionless experience. With Quiq’s customer surveys, you can send integrated survey questions directly on the messaging platforms where CX is happening.

And you can automatically send surveys within the conversation, no matter where it’s happening. That means if you’re texting customers, they’ll receive the survey via text message. Same if they’re in Facebook Messenger, live chat (also known as web chat), in-app, etc.

Decide when to send them.

When and how often should you send your surveys? It depends on the type of questions you’re asking.

For CSAT questions, you’ll get the most (and most accurate) responses if you send them immediately after the interaction you’re measuring. Or, if you’re looking for product feedback, send the survey within a day or two of when your customer received it.

When collecting customer feedback for customer service interactions, sending in-message surveys is the best way to get the most information.

Quiq in-message surveys have seen as high as 5x as many responses, plus a 40% increase in CSAT scores.

You’re not only getting more replies, but you’re getting higher results, too.

Deploy your survey.

Send out your survey! Whether sending out surveys in batches or immediately after a customer service interaction, use AI agents to automate your sends. It’ll be one less thing for your team to do and ensure consistency for your customers.

Build it once and automate sends with Quiq AI agents >

Quickly respond to poor feedback from customers.

Many customers don’t like taking surveys because they feel their answers disappear into the ether. Does anyone see them? Do their answers even matter?

With Quiq, there’s an easy way to show them how much you’re paying attention. Quiq AI agents launch surveys immediately after a customer service interaction. They’re automated, but not mindless.

When our AI agent sees a bad score, it can immediately escalate the message to customer service and into a queue so you can figure out what went wrong and address it then and there.

Analyze your results.

Don’t let valuable customer data go to waste. Make sure you have a system in place to help you review and assess the customer feedback you receive. Will you look at the data once a week? Once a quarter? Figure out what makes sense for your business and stick to it.

You’ll also want to determine how you’ll validate the feedback you receive. Throw out unhelpful or hurtful responses before using them to make decisions. Anything with hate speech, unconstructive criticism, or simply false responses can pollute your data.

Implement your learnings.

The best thing about collecting frequent customer feedback is that it helps you make your customer experience better. Use the information you’ve collected and analyzed to improve your processes, products, and services.

Ensure you give your team proper guidance on using the data you collect. We love transparency, but sharing all the data without context can overwhelm your staff. Communicate to them which factors are most important, where the exceptions are, and how they can use the data to improve.

Iterate. Iterate. Iterate.

Test everything! Test your surveys to see what kind of questions get the most responses. Make changes to your products and services, then survey your customers to see how they respond to them.

The more you use surveys, the better you will understand your customers and deliver exactly what they want.

Get higher response rates and happier customers.

The process of building and implementing your surveys just got easier. Quiq surveys are integrated into your messages so customers can respond without clicking links, jumping into their emails, or picking up the phone.

We’ll work with you to collect customer feedback and hit your survey goals to deliver the greatest ROI for your business. Learn more in the video below!

5 Customer Experience Predictions for 2025

Posted on Cristina Bravo-Olmo

Customer expectations are evolving faster than ever, fueled by rapid technological advancements and shifting preferences. As we look toward 2025, it’s clear that businesses must adapt or risk falling behind. The future of customer experience will be shaped by the ability to meet customers where they are—quickly, personally, and intelligently.

Brands that anticipate and act on key customer experience trends will gain a powerful advantage. By investing in the right technologies and strategies, companies can deliver memorable experiences that drive loyalty and growth.

Here are five Customer Experience Predictions for 2025 that businesses need to watch, and why acting on them now will make all the difference.

1. AI Agents Revolutionizing Self-Service

AI agents are redefining the concept of self-service in 2025. Unlike the rigid, scripted chatbots of the past, today’s AI agents, powered by large language models, can understand complex queries, adapt in real time, and carry customer conversations from start to finish. These AI-powered systems aren’t just transactional—they’re agentic, meaning they can reason, plan, and personalize interactions dynamically.

The rise of large language models has fueled this transformation, enabling AI agents to provide human-like service with speed and precision. Brands leveraging agentic AI are seeing dramatic improvements: faster resolution times, lower support costs, and higher customer satisfaction.

Companies across industries are now deploying AI agents to manage full customer journeys—from answering questions and troubleshooting issues to processing transactions—all without human intervention. In many cases, customers don’t even realize they’re interacting with AI, highlighting the growing trust and comfort consumers have with AI-powered support.

However, this shift brings new challenges. Businesses must rethink workforce training, focusing on preparing teams to collaborate with AI Assistants and to step in strategically when human empathy is critical. Support design also needs to evolve, with workflows built to optimize both human and AI capabilities.

AI agents are no longer a nice-to-have; they’re setting a new baseline for customer service excellence. Expect the future of customer experience to become even more agentic, intelligent, and efficient in the years ahead.

2. Hyper-Personalization Becoming Standard

Personalization is no longer a competitive advantage; it’s becoming an expectation. In 2025, hyper-personalization will be the new normal, driven by real-time data, predictive analytics, and agentic AI platforms capable of delivering uniquely tailored experiences at scale.

Hyper-personalization goes beyond simply addressing a customer by name. It means anticipating needs, understanding preferences, and delivering the right message, product, or service at exactly the right moment. Think product recommendations based on purchase history, personalized content that reflects browsing behavior, or proactive service offers when issues are detected.

Brands like Netflix and Amazon have set a high bar for individualized experiences, and customers now expect that level of insight from every company they engage with.

The business impact of hyper-personalization is significant: higher conversion rates, improved customer retention, and stronger loyalty. Personalized experiences demonstrate that a brand truly understands and values its customers, turning casual buyers into lifelong advocates.

However, executing hyper-personalization comes with challenges. Companies must navigate growing concerns around data privacy and consent, as well as the technical complexity of integrating disparate systems to create a unified customer view.

Still, brands that invest in the right data infrastructure and agentic AI tools today will reap major rewards in the future of customer experience.

3. Real-Time Feedback Loops Enhancing CX Agility

One of the most actionable customer experience predictions for 2025 is the rise of real-time feedback loops as a standard practice. These tools, like in-app surveys, feedback buttons, and live chat sentiment analysis, allow businesses to capture customer sentiment in the moment, rather than relying solely on post-interaction surveys.

Real-time feedback provides instant insight into how customers are feeling and where friction points are emerging. More advanced systems now use AI to analyze this input on the fly; detecting negative sentiment, identifying emerging trends, and even escalating issues to supervisors before a customer disengages.

Across industries, we’re seeing this trend take shape. In e-commerce, brands are deploying checkout feedback forms to reduce cart abandonment. Hotels are using mid-stay surveys to address concerns before checkout. SaaS platforms are embedding product experience prompts to guide onboarding and resolve usability issues in real time.

The result is a more agile CX operation, one that can quickly adapt to user needs, improve satisfaction, and reduce churn. But to be effective, companies must avoid common pitfalls like survey fatigue or collecting feedback without follow-through. As real-time engagement becomes the norm, customers will expect not just to be heard, but to see changes based on what they say.

4. Unification of Customer Data Across Platforms

Today’s customer data is often scattered across CRMs, marketing automation systems, support platforms, and social channels, creating fragmented experiences and missed opportunities. In 2025, we’ll see a major push toward unifying customer data to power more consistent, personalized interactions.

Customer Data Platforms (CDPs) and unified customer experience systems are becoming essential tools for organizations seeking a 360-degree view of their audience. By centralizing data from across the customer journey, businesses can better understand behaviors, preferences, and needs—and act on those insights in real time.

The benefits are clear: consistent messaging across channels, more accurate personalization, and deeper customer insights that drive smarter decision-making.

Yet challenges remain. Integration costs, legacy systems, and internal data silos can slow down unification efforts. Businesses will need to invest in flexible, scalable platforms that can aggregate and activate customer data without overwhelming existing operations.

Ultimately, unifying customer data is about delivering the kind of seamless, agentic experiences that customers now expect—and that future customer experience trends will demand.

5. The Rise of Voice AI: Transforming Customer Service Interactions

Voice AI is poised to reshape how brands engage with customers. Moving beyond traditional phone support, Voice AI platforms leverage agentic AI to understand context, detect intent, and deliver human-like conversations at scale.

Early voice bots were limited and often frustrating, but today’s Voice AI agents are capable of handling complex interactions with natural language understanding and adaptive learning. They can answer questions, troubleshoot issues, complete transactions, and even provide empathetic responses—all without a live agent.

For businesses, the benefits are substantial. Voice AI offers 24/7 availability, dramatically reducing wait times and operational costs. Automating routine interactions frees human agents to focus on more complex and sensitive customer needs, boosting both efficiency and customer satisfaction.

As consumer expectations for fast, personalized service continue to rise, Voice AI meets the demand by offering consistent, context-aware support that feels natural.

The adoption of Voice AI also supports broader customer experience predictions around personalization, efficiency, and omnichannel engagement. Companies that embrace this technology today will be better equipped to meet and exceed customer expectations tomorrow.

Strengthen Your Customer Experience in 2025

Even though the future is uncertain, brands have the ability to give customers a top-notch experience with every interaction. You can be the bright spot in a customer’s day, a moment of reprieve in an otherwise tumultuous week.

Use these customer experience predictions to anticipate what’s to come in 2025 and plan ahead. And if you need help facilitating customer conversations, scaling, or meeting your customers where they are, Quiq can help.

Ready to take a deeper look at the power of an agentic AI platform and see what Quiq can do for your customer service team? Schedule a Quiq demo.

Contact Center Management Strategies For Your Team

Posted on Michael Hartsog

Effective contact center management is essential to running a contact center. It’s not as simple as setting up a few phones and handing your team a script (although we’re sure no one has thought that since 2005). But it’s equally likely that you’re so bogged down with managing the everyday realities that you can’t see the forest through the trees.

That is, you can’t see just how cluttered the contact center has become.

From staffing and training to managing operations and tracking KPIs, you spend too much time keeping a contact center running instead of doing what you do best: Connecting with customers.

That’s where Quiq comes in. Our Conversational AI Platform uses breakthrough technology to make it easier to engage customers, whether through live chat (also known as web chat), text messaging, or social media.

Let’s take a look at ways to improve your call center efficiency and how Quiq can help you reduce the clutter with 9 effective call center strategies in a handy infographic:

9 ways to improve call center efficiency

Download as a PDF instead

What is Contact Center Management?

Contact center management is the practice of overseeing all aspects of a contact center to ensure it consistently delivers exceptional customer service. This includes managing day-to-day operations, aligning teams, implementing strategies, and leveraging technology to create efficient and satisfying customer experiences.

At its core, contact center management involves responsibilities like workforce scheduling, performance tracking, and customer experience oversight. Managers must ensure the right number of agents are available at the right times, and that those agents are supported with the tools and coaching they need to succeed.

A critical part of effective management is maintaining consistency across all communication channels—whether customers are reaching out via phone, live chat, SMS, or social messaging. Customers expect seamless experiences, and it’s the job of contact center leadership to make that happen.

Contact center management also includes implementing smart strategies to drive better results. Techniques like skill-based routing ensure customers are connected with the most qualified agents, while self-service tools empower users to resolve issues quickly on their own. Together, these strategies enhance operational efficiency and improve customer satisfaction—two key outcomes of strong contact center management.

What Does a Successful Contact Center Manager Look Like?

Behind every high-performing contact center is a skilled manager who acts as the foundation of effective contact center management. This role requires balancing people, performance, and technology to keep operations running smoothly while driving customer satisfaction.

A successful contact center manager is a strategic thinker—someone who doesn’t just manage the present but plans for the future. They design and implement forward-thinking contact center strategies that improve operational efficiency and enhance the customer experience.

They are also data-driven decision-makers, skilled at interpreting performance metrics and turning insights into action. Strong contact center management means identifying trends, adjusting workflows, and setting measurable goals that lead to real results.

As an empowering leader, the manager coaches agents regularly, helping them adopt successful call center strategies that build confidence and improve every customer interaction.

Today’s managers must also be tech-savvy operators, leveraging tools like CRMs, AI agents, and workforce management systems to streamline workflows and scale customer support without sacrificing quality.

Lastly, a great manager is a customer advocate, aligning team performance with broader service goals—a defining trait of contact center management excellence.

The 9 effective call center strategies recap

Check out these call center strategies below:

  1. Streamline your current system.
  2. Boost agent productivity and efficiency.
  3. Drive down costs.
  4. Manage seasonal spikes and fluctuating demands.
  5. Remove friction.
  6. Improve the quality of your conversations with rich messaging.
  7. Engage more qualified leads.
  8. Increase conversions.
  9. Increase customer satisfaction.

1. Streamline your current system.

How do you currently connect with your customers? Fielding phone calls, emails, and the occasional DMs can leave communications scattered and your systems fragmented.

Here’s what can happen if you don’t have a single, consolidated platform:

  • Customer conversations can slip through the cracks.
  • Your team wastes time switching between apps, programs, and windows.
  • Disparate technology becomes outdated and overpriced.
  • With no support for asynchronous communication, conversations can only happen one at a time.
  • Measuring performance requires pulling metrics from multiple sources, a time-consuming and arduous process.

Quiq lets your agents connect with customers across various channels in a single platform. You’ll improve your contact center operational efficiency with conversations, survey results, and performance data all in one easy-to-use interface.

2. Boost agent productivity and efficiency.

How do your customer service agents go about their day? Are they handling one call at a time? Reinventing the wheel with every new conversation? Switching between apps and email, and phone systems?

Outdated technology (or a complete lack of it) makes handling customer conversations inherently more difficult. Switching to a messaging-first strategy with Quiq increases the speed with which agents can tackle customer conversations.

Switching to asynchronous messaging (that is, messaging that doesn’t require both parties to be present at the same time) enables agents to handle 6–8 conversations at once. Beyond conversation management, Quiq helps optimize agent performance with AI-enhanced tools like bots, snippets, sentiment analysis, and more.

3. Drive down costs.

It’s time to stop looking at your contact center as a black hole for your profits. At the most basic level, your customer service team’s performance is measured by how many people they can serve in a period of time, which means time is money.

The longer it takes your agents to solve problems, whether they’re searching for the answer, escalating to a higher customer service level, or taking multiple conversations to find a solution, the more it impacts your bottom line.

Even simple questions, like “Where’s my order?” inquiries, needlessly slow down your contact center. Managing your contact center’s operations is overwhelming, to say the least.

Need a Quiq solution? We have many. Let’s start with conversation queuing. Figuring out a customer’s problem and getting to the right person or department eats away at time that could be spent finding a solution. Quiq routes conversations to the right person, significantly reducing resolution times. Agents can also seamlessly loop in other departments or a manager to solve a problem quickly.

Beyond improving your contact center strategies and operations, messaging is 3x less expensive than the phone.

4. Manage seasonal spikes and fluctuating demands.

All contact centers face the eternal hiring/firing merry-go-round struggle. You probably get busy around the holidays and slow down in January. Or maybe September is your most active season, and your team shrinks through the rest of the year. While you can’t control when you’re busy and when you’re slow, you can control how you respond to those fluctuations.

Manage seasonal spikes by creating your own AI agent using Quiq’s AI engine. Work with our team to design bot conversations that use Natural Language Processing (NPL) to assist customers with simple questions. AI agents can also improve agent resolution times by collecting customer information upfront to speed up conversations.

Daily Harvest’s AI agent, Sage, was able to contain 60% of conversations, which means their human agents saw a vast reduction in call volume. Perfect for managing the holiday rush.

5. Remove friction.

How hard is it for your customers to contact your help center? Do they have to fill out a web form, wait for an email, and set up a phone call? Is there a number in fine print in the depths of your FAQ page? Some companies make it difficult for customers to interact with their team, hoping that they’ll spend less money if there are fewer calls and emails. But engaging with customers can improve company perception, boost sales, and deepen customer loyalty.

That’s why Quiq makes it easy for your team and customers to connect. From live chat to SMS/text and Google Business Messaging to WhatsApp, customers can connect with your team on their preferred channel.

6. Improve the quality of your conversations with rich messaging.

Email and phone conversations are, in a word, boring. Whether you’re an e-commerce company selling products or a service provider helping customers troubleshoot problems with their latest device, words aren’t always enough. That’s why Quiq offers rich messaging.

What is rich messaging? It’s an advanced form of text messaging that includes multimedia, like GIFs, high-resolution photos, or video. It also includes interactive tools, like appointment scheduling, transaction processing, and more.

You can use rich messaging to give customers a better service experience. Whether sending them product recommendations or a video walkthrough, they’ll get a fully immersed experience.

7. Engage more qualified leads.

Do leads die in your contact center? Let’s face it: your contact center isn’t the place to handle high-value leads. Yet when warm leads find themselves there, you need a way to track, qualify, and engage them.

Here’s where AI agents can help with marketing. Quiq’s AI agents can help you identify qualified leads by engaging with your prospect and collecting information before it ever gets to your sales team.

A great example we’ve seen is from General Assembly. With the Quiq team by their side, they created an AI agent that helped administer a quiz and captured and nurtured leads interested in specific courses. This helped them strengthen the quality of their leads and achieve a 26% conversion rate, which leads us to our next factor for an effective call center strategy.

8. Increase conversions.

If you haven’t stopped viewing your call center as a cost center, this next topic should change your mind. While many contact center strategies focus on customer service, which can lean heavily toward complaints and post-purchase problems, there’s also tons of profit potential via effective contact call center strategies.

Adding messaging to your contact center opens up more opportunities to engage with your customers across the web. Live chat is a great way to talk to your customers at key points in the buyers’ journey. Using an AI agent to assist shoppers in navigating your website makes shoppers 3x more likely to convert to a sale than unassisted visitors.

Combining AI and human agents with Quiq’s conversational platform gives your customers the best experience possible without adding to your contact center’s workload—and it can lead to an 85% reduction in abandoned shopping carts. Plus, Quiq integrates with your ERP system so customer data is always at your team’s fingertips.

9. Increase customer satisfaction.

Customer satisfaction is likely your call center’s #1 goal. Outdated phone systems and substandard technology aren’t the best solution to improve call center agent performance.

Quiq empowers agents to be more efficient, which reduces your customers’ wait time and helps ensure customers get the best service possible. Quiq customers often increase their customer satisfaction ratings by about 15 points.

And the best way to increase your ratings? With regular, in-context surveys. Our agentic platform helps you and your agents get instant customer feedback. Customers can seamlessly respond to surveys right from within the channel they used to connect with your customer service.

Give contact center clutter a Quiq goodbye with effective call center strategies.

There’s no place in an efficient business for a cluttered contact center. Outdated systems, slow processes, and a lack of support can overwhelm your agents and keep them from performing their best for your customers.

Now that you’re equipped with ways to improve call center efficiency, it’s time to see it in action. Quiq’s Agentic AI Platform empowers your team to work more efficiently and create happier customers.

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Business Messaging: What it Means for Your Business

Posted on Max Fortis

What is business messaging, you ask? Oh, it’s only a way to get better customer engagement, attract more customers, and deliver a better customer experience. That seems like a tall order for something as simple and commonplace as messaging, right? The truth is, the simplicity and reach of business messaging is what makes it so powerful for your business and preferred by your customers.

What is Business Messaging?

Business messaging is a set of channels over which companies and consumers can communicate with each other. The most common business messaging channel is SMS or text messaging. We’ve all had experiences with shipping notifications, marketing offers, promotional campaigns, and appointment reminders. These are the kinds of messages we typically associate with business messaging.

But business messaging isn’t just one-way, and it isn’t just SMS/texting. Business messaging can happen on any digital channel where your customers already spend their time and it’s expected that dialogue can flow in both directions.  Here are a few scenarios that happen all the time:

  • A home security subscriber who needs help setting up their new video camera.
  • A shopper on your website who needs help finding a product and reaches out via web chat for help
  • Direct messages exchanged over social platforms like Facebook and X (Twitter) to provide one-to-one customer service
  • A retailer proactively communicating shipping and delivery information to consumers to help prevent an inbound phone call

Business messaging delivers the ease and convenience consumers have come to expect when they engage with family and friends in pre-sales and post-sales interactions with companies. In fact, 66% of consumers rank messaging as their preferred channel for contacting a company.

What Messaging Means to Your Customers

Your customers want to message you.  Consumers are looking for a company to:

  • Meet them where they already are – on mobile, social, and on the web
  • Proactively reach out to them with relevant products and services
  • Make it easy to do business with you

CONVENIENCE: Messaging lets customers reach out via SMS, Facebook, or live chat, and respond on their own time instead of stopping to call. With messaging, they can respond and engage in 5 seconds, 5 minutes, or 5 days.

EASE:  Customers keep their mobile device within an arm’s reach at all times. Business messaging makes it easy for customers to shoot off a message whenever they need and then get on with their lives. They don’t have to wait until they are in a quiet place to call or vigilantly watch their email for a response.

FLEXIBILITY: Messaging means flexibility for your customers. Customers have the real-time response of a phone call with the ease of reference that an email provides. That flexibility around their busy lives is more than a welcome mat. It’s more like the red carpet, and it’s what differentiates companies among competitors and turns prospects into customers.

What Messaging Means to Your Revenue Growth

Increasing revenue is the number one thing that companies focus on. Every strategy and tactic is a means to that end. Often, companies will consider introducing a new product line or service, or increasing prices as a way to bolster revenue.

New products take time and money to develop. Raising prices risks losing customers to competitors. There are people ready to buy what you already offer, and existing customers who can be encouraged to return. That’s why companies turn to customer experience, where messaging makes the biggest impact

Messaging makes it easy for consumers to engage with your company when, where, and how they prefer. Prospective buyers can have questions answered with ease, speed, and convenience. Returning customers get timely service and support at their moment of need, which means they’ll be back for more and will tell others how great you are.

Consider these examples and how your business can help customers move closer to purchase with business messaging:

  • Service companies win when their prospects are able to get the answers they need to make a decision on a provider. Prospects can book an appointment to receive an estimate easily with business messaging. Messaging avoids delays and missed calls that can drive consumers to take their business elsewhere.
  • Companies in the travel and hospitality industry use messaging to provide a premium experience from the very first interaction. Questions on weather conditions and cancellation policies are answered quickly so that potential guests can ease right into the booking process with peace of mind.

What Messaging Means to Your Employees

In any other day and age, allowing customers to engage with your company through so many channels would have been overwhelming. But it’s not that day, and we’re past that age. In today’s modern messaging world, Quiq makes it easy for employees to manage conversations.

In fact, Quiq Messaging can help optimize agent performance by providing advanced productivity features that improve the customer experience. With Quiq, employees are able to handle multiple messaging conversations at once, thereby increasing their efficiency and reducing the cost to serve.

There isn’t any downtime for training. Adding business messaging is a pretty flat learning curve for your employees. They are likely using messaging in their daily lives and are familiar with sending and receiving messages. The only difference is that they’ll have an easy way to manage conversations.

All messaging conversations are managed within a single, unified desktop with features that help employees prioritize conversations, monitor customer sentiment, and make every conversation more personal and effective. Employees can feel empowered to provide the best customer experience possible.

Business Messaging Means Business

Business messaging makes a significant impact in two ways to grow your business: get new customers or have your existing customers buy more.

  • Attract new customers – Make your business accessible so that it’s easy to do business with you.
  • Keep existing customers happy  – Empower your customers to get service 24/7 through business messaging. Make it easy for customers to address questions and issues that may arise after the sale, and they’ll be more likely to come back again.

The key takeaway here is that business messaging isn’t just good for your business. It’s a main ingredient in the secret sauce that can keep your business running successfully. Ready to see Quiq Messaging in action? Request a custom demo.

Why CCW 2025 Is the Must-Attend CX Event of the Year

Posted on Eliza Chisholm

If you’re serious about transforming your customer experience strategy, there’s only one place to be this June – CCW 2025 in Las Vegas. With over 5,000 attendees, hundreds of industry-leading speakers, and groundbreaking AI innovations, it’s more than just a conference. It’s where the future of CX unfolds.

2025 is a pivotal year for customer experience leaders. AI is no longer just a buzzword—it’s a critical tool for delivering superior experiences. And there’s no better place to learn how to harness its power than at the world’s largest customer contact event.

Why CCW Stands Out

What makes CCW the epicenter of CX innovation? Scale, expertise, and groundbreaking insights. This year’s event offers unparalleled opportunities to connect, learn, and grow. Here’s what sets it apart:

  • Hands-on Demos: Experience cutting-edge advancements in agentic AI, predictive analytics, and AR/VR tools transforming CX.
  • C-Suite Keynotes: Learn from industry visionaries driving CX transformation at global brands.
  • Innovation Awards: Celebrate the most impactful tools and strategies shaping the future of CX.

New Highlights for 2025

This year’s event introduces exciting additions, including:

  • AI-Driven Tracks for Retail and Hospitality: Tailored insights into AI’s evolving role in specific industries.
  • Agentic AI in Action: See live implementations of automation and human-AI collaboration.

CCW 2025 isn’t just about talking innovation—it’s about seeing it in action.

What You’ll Learn and Why It Matters

Transformational learning is at the heart of CCW, with key themes defining the future of customer experience:

  • AI + Human Collaboration: Discover how AI can empower teams to focus on high-value work while automation handles repetitive tasks. Take home practical insights to scale personalization and improve efficiency.
  • Personalization at Scale: Learn how leaders are creating intuitive, memorable customer journeys with real-world success stories.
  • Contact Center Automation: Explore predictive support and real-time resolution tools to optimize operations and boost satisfaction.

You won’t just hear about the future of CX—you’ll see it in practice. The knowledge you gain could give your business a competitive edge.

Why CX Leaders Can’t Miss This Event

CCW brings together decision-makers across CX, digital transformation, and contact center leadership. It’s a unique opportunity to join conversations shaping the future of customer engagement. You’ll meet VPs of CX, digital transformation heads, senior analysts, and directors from Fortune 500 companies.

Networking Goldmine

From structured networking sessions to informal after-parties, CCW fosters meaningful connections. Whether you’re seeking new vendor recommendations or want to brainstorm with industry peers, CCW delivers.

Quiq at CCW 2025 What You Can’t Miss – Booth #1445

While CCW offers countless opportunities, Booth #1445 is where you’ll experience true innovation in AI-powered CX. Here’s what you can expect at Quiq:

What We’re Showcasing

  • Exclusive 1-on-1 sessions with CX and AI experts. Whether you’re ready to craft a winning AI-driven strategy or simply want to get up to speed on the latest in agentic AI, we’re here to help. Don’t miss your chance to meet with Mike Zinne, our Chief Experience Officer, or one of our AI for CX specialists to get personalized insights and guidance.
  • Live Demos of our AI-powered Conversation Studio. Find out how brands like Accor Hotels and Brinks Home are transforming their customer experience through agentic AI.
  • Immersive Experiences that highlight AR/VR’s potential to revolutionize CX.
  • Exclusive Giveaways including AR/VR headsets and iconic conference swag.

Why Quiq Leads the Pack

At Quiq, we believe AI can (and should) feel human. Our robust platform enables seamless communication across digital channels, boosting engagement while maintaining your brand’s voice.

Book Your Personalized Session with Quiq Now

Get ahead of the crowd and secure a one-on-one strategy session with a Quiq AI for CX expert. Whether you’re curious about leveraging automation or optimizing your workflows, we’ll arm you with actionable insights tailored to your team’s unique challenges. Book your meeting here.

Make the most of this opportunity by visiting us at Booth #1445 and witnessing how agentic AI can elevate your customer experience. Secure your meeting slot with Quiq today. Your next big CX breakthrough could be just a conversation away.