NEWS from ICS.cx

Principles are the bedrock of every great change. For the AI Revolution in Customer Service, ICS.cx proposes five principles that will lead to better relationships, growing sales, and more satisfied

In our interview on creating a Wow! customer experience, Ken Kiernan, Co-Founder & President of ICS.cx, shared his journey and insights. He emphasized the importance of empathy and long-term relationships over short-term gains. Ken highlighted ICS.cx’s consultative approach, dedication to understanding customer needs, and consistent support.

Customer experience is key to competitive success, with PwC finding that poor service drives one-third of consumers away. ICS.cx, a four-time NICE Business Partner of the Year, offers advanced CX solutions, from call recording to contact center management. Since 2007, ICS.cx has supported over 1,000 centers, emphasizing empathetic service and efficient solutions for enhanced customer satisfaction

ICS helps companies deliver superior experiences and maintain reliable systems. ICS stands out for efficiency and trustworthiness, enhancing company value and customer satisfaction since 2007.

Frontier Airlines has eliminated call-based customer service, shifting to an all-digital approach through their app and chat. While this move can cut costs, it raises concerns about customer experience (CX). Digital-only service may lack the empathy and efficiency of voice interactions, which are crucial for resolving complex or sensitive issues. The effectiveness of a chatbot-only system depends

ICS.cx, named NICE's North American Partner of the Year, excels in implementing NICE’s AI-powered CX solutions across the U.S. and Canada. With a 15-year track record, ICS.cx is a top NICE-certified installer and service provider, enhancing customer experiences and retention. For details on their services, visit ICS.cx or contact them at 609-843-0475.

ISO 27001 Certification is crucial for ICS, ensuring strong information security management. This global standard sets requirements for protecting data. Led by Jared Adams, ICS achieved certification through an independent audit. President Ken Kiernan emphasizes that this certification reflects ICS's commitment to high security and quality for managing sensitive customer data.