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5 CX platforms every brand should know

  Think about the last time you mentioned a brand online—maybe it was a quick tweet about a delayed order or a story praising their great service. Within minutes, you will probably get a response. That is a perfect example of customer experience in action.  In the current digital landscape, conversations take place faster than ever. A single comment can spark a trend, shape public perception, or define a brand's reputation. This is why more and more brands are turning to customer experience platforms since these are intelligent systems to listen, analyze, and respond across all digital channels.   Why do brands need a dedicated CX platform? Customers today expect brands to be present, helpful, and consistent across social media channels. Fragmented systems produce slow responses. This leads to a lot of missed opportunities and insights. A modern CX platform mainly does 3 things.  Automates routine work so agents spend more time on high-value conversations. Unifi...
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5 platforms for crisis management

  A few frustrated tweets, one viral post, and boom! Suddenly, you have a PR storm on your hands. That's how easy it could be at times. Conversations move quickly, and public sentiment can flip within a few days or weeks, leaving brands scrambling to respond.  The smartest brands prepare in advance to help break the fall to ensure things get back to normal quickly. Those who simply react stay behind. This is where crisis management platforms step in. Instead of reacting to the chaos, brands can stay one step ahead and turn potential crises into opportunities to reinforce credibility and earn customer trust. Why is crisis management valuable? Crisis management isn't just about solving issues but carefully creating an experience that improves the customer experience. This ensures that there are no major problems that could later lead to a major crisis. Reputation is directly connected with the ability to work with speed and consistency while also being empathetic.  A strong...
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