ShepHyken

MAY 5, 2017

This week on our Friends on Friday guest blog post my colleague, Dan Rood, writes about the precious commodity of time and why we must use the latest technologies to help customers save time and have amazing customer experiences. So why isn’t efficient and personalized customer experience the norm? Shep Hyken.

Blog 80

Blog Omnichannel Social Media Retail 80

ShepHyken

JUNE 8, 2018

Forced to listen to fake-happy ‘customer care’ puppets reading from scripts? The dissatisfaction you’ll be left with goes both ways: the cost of disappointed customers is high for companies, too. Our support team, itself operating in a creative, startup environment, takes advantage of innovations to tailor replies to users.

Blog 76

Blog Social Media 2018 2017 76

SaleMove

MARCH 12, 2021

Failure to innovate and keep pace with competitors has been the demise of many great businesses. In fact, today’s technology is only accelerating the innovation cycle, making complacency an even bigger threat. We are seeing automation, self-service and AI completely transform customer care and how customer-facing teams operate.

Contact Center 97

Contact Center Customer Care Innovation Technology 97

ShepHyken

MARCH 17, 2017

This week on our Friends on Friday guest blog post my colleague, Paul Comarto, writes about how the use of text messaging and live chat are influencing customer service. As companies are making an effort to provide better customer service, they must look at every option for their customers. – Shep Hyken.

Blog 92

Blog Customer Service Connections 2015 92

ShepHyken

OCTOBER 27, 2017

By incorporating a text messaging strategy into your customer experience strategy, you’ll never miss an opportunity to connect on a personal level with a customer again. The post Guest Blog: Empathy – What Your Customer Service Strategy Is Missing appeared first on Shep Hyken.

Customer Service Strategies 84

Customer Service Strategies Blog Customer Service Hotels 84

ShepHyken

JUNE 16, 2017

Travel is just one industry that will always use voice for customer interactions. While we can look forward to innovative methods of delivery in the future, voice is surely here to stay as the most powerful form of customer service communication.

Blog 84

Blog Customer Service Interaction Communication 84

ShepHyken

JANUARY 27, 2017

This week on our Friends on Friday guest blog post my colleague, Shital Shah, writes about how with the right combination of technology and human touch, customer service doesn’t have to be difficult. She shares four excellent solutions to help manage your customer service more effectively. Shep Hyken.

Blog 93

Blog Technology Customer Service Management 93

Lithium

DECEMBER 17, 2020

We’re announcing our 2020 Autumn Launch to help our customers develop this important form of connection with their own customers. Our newest innovations will help brands improve their community management, team collaboration, and customer engagement processes. Read the highlights of Khoros innovation here!

2020 52

2020 Innovation Metrics Events 52

Lithium

DECEMBER 7, 2020

We’re announcing our 2020 Autumn Launch to help our customers develop this important form of connection with their own customers. Our newest innovations will help brands improve their community management, team collaboration, and customer engagement processes. Read the highlights of Khoros innovation here!

2020 52

2020 Innovation Metrics Events 52

Experience Investigators by 360Connext

JUNE 15, 2015

American Express CEO Ken Chenault and Jack Ma, Founder of Alibaba , sat on a small stage and asked each other a few questions about small business, customer-first leadership, and the future of innovation. Innovation can’t happen if you are drowning in bureaucracy , according to Jack Ma. It’s all about the customer!

2015 217

2015 Leadership Innovation 2014 217

Natalie Petouhof

MARCH 7, 2016

Tweet Customers are More Difficult to Serve Than Ever. Avaya, a Contact Center Infrastructure for 15 consecutive years unveiled customer engagement innovations that meet customer expectations where the rules of the game have changed: 90% of people move between different devices [i]. Is Your Brand Ready ?

Innovation 49

Innovation Customer Engagement Engagement Contact Center 49

SaleMove

MARCH 12, 2021

Failure to innovate and keep pace with competitors has been the demise of many great businesses. In fact, today’s technology is only accelerating the innovation cycle, making complacency an even bigger threat. We are seeing automation, self-service and AI completely transform customer care and how customer-facing teams operate.

Contact Center 52

Contact Center Customer Care Innovation Technology 52

Interactions

JANUARY 6, 2022

There is also no doubt that AI continues to evolve quickly with new innovations and applications all the time. The foundational impact of such initiatives will be to add significant value to an organization’s ROI and business case, to enhance the experience they provide to their customers for creating greater loyalty and.

2022 71

2022 Customer Experience White Paper Contact Center 71

Natalie Petouhof

FEBRUARY 28, 2016

Armed with a brand new user experience and analytics, this latest release includes innovations in performance management to help organizations gain even greater insight into how employees are performing, how well goals are being met and how to better engage and take action on these insights.

Innovation 45

Innovation Management E-support Contact Center 45

Lithium

SEPTEMBER 6, 2022

If you haven't signed up to receive the Customer Newsletter , you're missing out on the latest greatest from Khoros! Some blog areas are limited to Khoros customers only. If you are a customer and unable to access anything, click the chat bubble (bottom right) and type Customer Access. Sign up today! Ramona Maher.

Roadmap 52

Roadmap Events Webinar Blog 52

Interactions

JANUARY 7, 2021

Prediction 2: Demand for effective, always on customer care. will have lasting effects and drive increased demand and expectations for highly effective, always-on, omnichannel access to customer care. Michael Johnston, Director of Research and Innovation. Michael Johnston, Director of Research and Innovation.

2021 62

2021 Customer Experience Customer Journey Mapping Call Recording 62

NICE inContact

JULY 5, 2019

It’s all about customer service and customer experience (CX). I was lucky enough to participate in the Expo Hall – where more than 2,500 CX “fans” mixed and mingled to learn about the most state-of-the-art innovations and solution demonstrations. In this blog, I share some highlights from the show.

Contact Center 55

Contact Center Omnichannel Demo Innovation 55

Think Customers

MARCH 28, 2022

Gig customer experience (gigCX) workers—independent contractors, freelancers, and other temporary workers who provide customer support and other related services—are a natural fit in the contact center space. Ultimately, the customer experience is still shaped by the employee experience.

Contact Center 105

Contact Center Effort Score Metrics 2023 105

Call Experts

JUNE 3, 2021

Get in on contact center services, which offer exceptional client experience methods without massive financial investment in innovation and worker hours. Also known as contact center as a service (CCAs), customer support is outsourced to a service provider that lets leaders turn over time-consuming procedures to specialists. .

Contact Center 52

Contact Center Call Center Innovation Consumers 52

One Millimeter Mindset

NOVEMBER 14, 2018

Ultimately, each customer’s decision to continue doing business with us firmly is in the hands of all of those “someones” responsible for post-sale customer care, in one form or another. Most importantly, these someones are responsible for creating aggregated customer experiences critical to customer retention.

Customer Retention 65

Customer Retention Workshop Events Customer Care 65

COPC

NOVEMBER 5, 2021

Read about these three emerging outsourcing priorities in the blog post written in conjunction with our Optimizing Pandemic Contact Center Outsourcing Relationships workshop. Organizations are also prioritizing journey mapping when evaluating their customer touchpoints. WFH Insights. Did you know COPC Inc.

Contact Center 52

Contact Center Workshop White Paper 2021 52

Beyond Philosophy

SEPTEMBER 11, 2014

One of the ones I didn’t list was that they don’t have a good awareness of what their current customer experience is and worse yet, many of them don’t care. Zhecho Dobrev , a one of Beyond Philosophy’s Senior Consultants, recently told a story on our blog about his experience with Bank of America. Blogs Employee Experience'

Banking 138

Banking Culture 2003 CEM 138

Oracle

JULY 14, 2020

Richard Crone, CEO of Crone Consulting, estimated in a blog from the National Retail Federation that the use of contactless payments have grown by 20% since the beginning of the pandemic. “Consumers want safety, and they want to know when they have to touch something that it’s sanitized,” Crone said for the blog.

Customer Experience 111

Customer Experience Consumers 2025 Wireless 111

Service Untitled

OCTOBER 29, 2010

Service Untitled The blog about customer service and the customer service experience. Camaraza made a point to regularly meet with the customer care professionals, not just about social issues, but what is important to the employee and to American Express. Encourage new ideas and innovative thinking.

Blog 42

Blog 2010 Magazine 2006 42

NICE inContact

MAY 17, 2019

People — Is there a culture of customer service and customer care that is conveyed to every single employee? Process — Do you have sound systems for feedback management that incorporate both customer and employee feedback and that have a foundation for continuous improvement?

Metrics 59

Metrics 2019 Measurement Leadership 59

Storyminers

JUNE 3, 2022

Not everything that matters to customers can be measured and not everything we measure matters to them! Have at least one customer value creation metric in your measurement mix to stay connected to what your customers care about most. Which CX metrics do you think are the most important?

Customer Experience 59

Customer Experience 2016 2017 Wireless 59

NetBase

AUGUST 2, 2019

It includes data from forums, blogs, news and review sites. It’s a window into niche audience consumer conversation that informs businesses around crisis response, campaign measurement, content ideation, product innovation, and more. Identifying potential influencers who are talking about this and other topics the brand cares about.

B2B 82

B2B Innovation Events B2C 82

Call Experts

FEBRUARY 12, 2020

Three primary trends are driving the customer care industry: diversified cloud-based solutions. By actively harnessing a set of cloud-based AI-powered technologies, contact centers are infusing intelligence across the entire customer contact landscape. More Blogs Menu. AI powers innovation and success for your company!

Contact Center 69

Contact Center 2020 Call Center Omnichannel 69

Service Untitled

SEPTEMBER 22, 2010

Service Untitled The blog about customer service and the customer service experience. Answer: What we do in training is make sure that our customer care professionals do several things and do them exceedingly well. Answer: We have ten Customer Care Principles.

Blog 41

Blog 2010 2006 Call Center 41

NICE inContact

APRIL 12, 2017

Sheila McGee- Smith, founder of McGee-Smith Analytics, says, “True digital transformation touches every part of the business, but it begins in the contact center with customer care.” Why? They were growing at a rapid pace and had confidence that their growth was going to continue – if they could continue to innovate.

Contact Center 48

Contact Center Innovation Webinar Customer Care 48

CSM Magazine

MAY 15, 2023

Being a highly competitive sector, healthcare providers need to keep up with the ever-evolving preferences of the customers and ensure superior customer experience across touchpoints. This blog discusses six ways to improve customer experience in healthcare. This reduces human errors and improves customer experience.

Healthcare 52

Healthcare Customer Experience Hospitality Loyalty 52

Think Customers

JANUARY 18, 2022

Nothing is more frustrating for a customer, for example, than feeling trapped by an IVR or chatbot and unable to speak with a live customer care associate. Building an empathy-driven customer service organization means knowing that intelligent automation tools can empower the human touch for low- and high tier interactions.

Contact Center 52

Contact Center Average Handle Time Customer Satisfaction 2022 52

NetBase

OCTOBER 1, 2019

Capturing all forms of structured and unstructured data in one place (social, surveys, digital, customer care, CRM, propriety sources), NetBase’s powerful Next Generation Artificial Intelligence (AI)-powered tool creates meaningful analyses for brands. And offers seamless integration with virtually any APIs. Let’s explore a few!

Social Media 40

Social Media Customer Care Insights Consumers 40

Avaya

JULY 22, 2016

But from an innovation, what’s-next perspective, we agree with Google: we need to be innovating for a world that is quickly embracing AI-first. The team is currently working on an advanced chat bot that delivers an AI experience in the contact center by enabling machine learning to model customer language and dialog interactions.

Customer Experience 56

Customer Experience Contact Center Entertainment Innovation 56

Thematic

DECEMBER 9, 2019

When one player in the space creates an innovative solution, customers soon expect the same innovation from others. How do tech companies come up with these innovations? They examine their own experiences, they talk to their customers, they build their products and they keep iterating.

Feedback 126

Feedback 2020 Travel Voice of Customer 126

Natalie Petouhof

SEPTEMBER 1, 2016

Customer care extends far beyond the traditional call center. Every touch point or interaction with the company (or even content about the company) can affect the customer’s satisfaction and loyalty to the brand. The components of a business case include: Goals and objectives for the social customer care initiative.

ROI 45

ROI Social Media Airlines Customer Service 45

NetBase

JULY 20, 2020

Techopedia defines Social Analytics thusly: “Social Media Analytics (SMA) refers to the approach of collecting data from social media sites and blogs and evaluating that data to make business decisions. Lower Customer Care Costs The Westin circumvented fitness amenity complaints by answering consumer “wishes.”

Social Media 104

Social Media Net Promoter Score Consumers Brands 104