Experience Investigators by 360Connext
DECEMBER 14, 2021
And 2022 looks like it will be another twelve months of uncertainty. That’s where customer experience leaders can lean in and really lead in this new year. This means considering all the ways customers might need guidance and support when navigating a new process. Make 2022 the year you close the loop.
GetFeedback
FEBRUARY 16, 2022
The top three 2022 priorities for Customer Service teams to thrive in this new era of customer experience.
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Eptica
JANUARY 6, 2023
Date: Friday, January 6, 2023 Author: Pauline Ashenden - Demand Generation Manager 2022 highlights from our customer service blog. Author: Pauline Ashenden - Demand Generation Manager 2023 promises to be a challenging year economically, directly impact customer service teams. Published on: January 06, 2023.
Help Scout
JANUARY 5, 2022
The new year brings new opportunities to create the customer experiences we all want to deliver. Here are our predictions for customer service trends in 2022. Read the full article
Speaker: Aarde Cosseboom, Contact Center & Customer Experience Advisor and Co-Host of the Another Cloud Podcast
Join Aarde Cosseboom, Contact Center & Customer Experience Advisor and Co-Host of the Another Cloud Podcast, for this enlightening discussion which will include: What are the benefits of an IVA to a customer service team? How IVAs play into customer satisfaction. Best practices to successfully roll out a new IVA.
TechSee
JUNE 16, 2022
Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd. Eric’s favorite motto is “The Customer Experience is Paramount and must be the driving force to any organization.” His YouTube channel is a fantastic source of inspiration about customer experience and customer centricity in a digital world.
ShepHyken
FEBRUARY 14, 2022
Each week I read many customer service and customer experience articles from various resources. Are You Asking the Right Customer Experience Questions? My Comment: Our customer service research indicates that US consumers consider an easy return policy a reason to come back. by Janelle Estes.
Speaker: Gary Davis, SmartAction CEO
How automating a customer service call isn’t as simple as using a script from a human interaction. April 20th, 2022 at 11:00 am PDT, 2:00 pm EDT, 7:00 pm GMT. You’ll learn: The internal stakeholders you need to involve and engage to make your conversational AI project a successful one.
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That's why GetFeedback (by Momentive) has partnered with Myra Golden, long-time customer service and de-escalation expert, to understand how Service teams can thrive in 2022.
Speaker: Brian Morin & Helena Chen from SmartAction
Some customer service interactions require a human —but just because some calls must be transferred to a live agent doesn’t mean they can’t all begin with AI. In a 6-minute customer service call, 75% of that time goes to live agents doing manual research. February 23rd, 2022 at 9:30 am PST, 12:30 pm EST, 5:30 pm GMT
Speaker: Rana Gujral, CEO at Behavioral Signals
According to a report from Salesforce, 78% of customers are willing to do business with a brand even after a mistake, but only if the customer service is excellent. This means you can’t afford to put your customers on hold for long or deliver poor communication. May 24th, 2022 at 11:00 am PDT, 2:00 pm EDT, 7:00 pm BST.
Speaker: Paul Weald, Contact Center Innovator
No matter what industry you're in - healthcare, customer service, sales, and more - it’s easier than you think to reduce wait times, monitor sentiment, and provide enhanced self-service options for all of your users. How AI can help you resolve queries faster and ultimately lower customer friction from all angles.
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