Kale Blog

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

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

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

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

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

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

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

Using a customer experience measurement tool can help us improve the experience we offer our customers, increase our retention rate, attract more customers and, ultimately, increase sales. What should we do after measuring our customer experience?

Artificial intelligence is one of the most widely used technologies to improve business processes. Beyond automation and predictive analytics, more and more organisations are using artificial intelligence to improve the customer experience. Here are 10 ways in which artificial intelligence can be applied to achieve more satisfied customers. 

Customer experience is one of the most relevant trends of the moment. Numerous studies —such as the one by B2B International— rank it as the preferred strategy for companies' marketing teams. Like all booming systems, it is constantly evolving and organisations must start to consider what the customer experience of the future will be like and what they must do to avoid being late to CX's new era.