Beyond Philosophy

MAY 14, 2015

People like the convenience of self-service. More and more of your Customers believe access to self-service options is essential to their relationship with your business. Knowing this, it is critical that you plan your self-service options well. Clearly, more Customers want self-service options.

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White Paper 2014 2015 2012 160

Upstream Works

OCTOBER 19, 2021

Much of this pertains to how the adoption of relatively new communication channels is impacting the customer experience (CX) landscape, and contact center leaders need to respond. Embracing digital channels is important, not just for providing a better CX today, but also for transforming the very nature of customer service.

Contact Center 78

Contact Center Call Center Omnichannel Communication 78

SurveySparrow

JULY 27, 2023

Every click, swipe, and scroll is an opportunity to leave an indelible mark on your customers’ lives. With the pace at which the digital landscape is moving, the basics of customer service are not enough anymore. Customer experience (CX) has always been vital, but the digital revolution has elevated its importance.

Customer Experience 52

Customer Experience Social Media Multi-Channel Touchpoint 52

Bold360

APRIL 30, 2020

COVID-19 has placed unprecedented strain on customers and the companies that seek to support them. What’s the top service trend fueled by COVID-19? Service demand and delivery have shifted to digital channels. Conversational AI and “Blended” Service Delivery. How does Conversational AI Work in Practice?

Customer Engagement 66

Customer Engagement Engagement Omnichannel Interaction 66

BirdEye

JUNE 29, 2023

Effective customer communication is vital for the success of any business. Companies also communicate with customers to share product updates, resolve complaints, gather feedback, and provide customer service. Table of contents What does customer communication mean? Why is customer communication important?

Communication 97

Communication Social Media Touchpoint Customers 97

BirdEye

JULY 27, 2023

In this blog, we’ve shared 13 marketing strategies for doctors to nurture your medical practice in 2023. Medical marketing aims to create awareness about the doctor’s services, establish credibility, and build a positive reputation within the community of prospective patients. Utilize social media As of 2023, Facebook has 2.95

2023 52

2023 Marketing Social Media Healthcare 52

Upstream Works

DECEMBER 16, 2020

Digital customer engagement is about more than simply adding new channels to the contact center. Digital CX also enables contact centers and back office digital workers to truly understand their customers’ behaviors, wants and needs. It is with this information that contact centers can provide more informed and personalized service.

2021 78

2021 Contact Center Customer Journey Mapping Social Media 78

Team Support

JANUARY 26, 2021

This blog series aims to break down the main principles of the new comprehensive study of the Support industry that is now available for download. Part 2 highlights why proactive support is on the rise and how it helps reduce churn and drive recurring revenues. Key findings indicate that. offer electronic-only support contact methods.

B2B 64

B2B E-support 2004 Download 64

BirdEye

APRIL 24, 2023

Digital marketing is a powerful way to connect with your customers and grow sales. From the exciting growth of social media to the importance of data analytics and artificial intelligence (AI), today’s digital landscape presents an abundance of opportunities for marketers to connect with customers like never before.

Marketing 93

Marketing Social Media B2C Advertising 93

Call Experts

JANUARY 8, 2020

Now more than ever, it's relevant to understand and optimize your customer touchpoints. According to Forbes , "customer-centric companies are 60% more profitable than companies that don't focus on customers." AI-powered tools and contact center solutions offer efficiency and a better understanding of your customer experience.

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Touchpoint Contact Center Call Center 2018 78

ChurnZero

NOVEMBER 18, 2021

Customer education is why I live in a jungle. The self-sufficiency that LECA affords my plants means I rarely need to water them. So, how does this relate to customer education? What inspired me to improve my gardening skills is the same catalyst that inspires customer education, and most positive actions: a desire for change.

Webinar 98

Webinar Customers Customer Journey Engagement 98

Beyond Philosophy

JUNE 28, 2019

The first is a psychological principle called symbolic self-completion, and it can also affect customer behavior in your experience. Symbolic self-completion is the idea that we surround ourselves with evidence that we are what we hope we are. Our Self-Perception Drives Some of Our Customer Behavior.

Social Media 104

Social Media Apparel Sales Customers 104

Optimove

MAY 23, 2023

A smart search engine, an intelligent beacon that illuminates their journey, guiding them swiftly to their desired destination with just a few keystrokes … and maybe, just maybe, the missing piece in your quest to deliver an optimum web experience. Increased engagement, longer viewing sessions, and reduced churn rates.

E Commerce 52

E Commerce E-support Financial User Experience 52

Pointillist

MARCH 20, 2020

By Stephanie Ventura Customer-centric enterprises are increasing their investment in technologies that enable teams to measure and improve CX, while achieving key business outcomes such as maximizing customer lifetime value, reducing costs and more. So, how are leading enterprises using customer journey analytics in the real world?

Customer Journey 70

Customer Journey Insights NPS Banking 70

Team HGS

DECEMBER 19, 2017

Earlier this year, HGS released a white paper on this year’s top 10 trends in customer service. Over the course of the past year, we’ve dedicated a blog post to each of these CX game changers. The last topic in our blog series on the 2017 trends is digital assistance using voice search functionality.

White Paper 52

White Paper 2017 Social Media NPS 52

Beyond Philosophy

MARCH 31, 2020

As organizations emerge from this crisis, many are likely to face changing customer behavior and attitudes. Some of these will be driven by 1) the organizations’ response to the crisis and others will be driven by 2) changing customer habits and attitudes. But there are other, not-travel related customer experience shambles too!

E Commerce 199

E Commerce Airlines Hospitality Travel 199

Tricia Morris

OCTOBER 28, 2015

The goal of self-service is to make things easier for both the customer (to find information) and customer service agents (to deflect information requests from assisted service). Expectations for, and of, self-service are growing at a rapid pace. Transparency.

2016 83

2016 Virtual Agent ROI 2015 83

Pointillist

SEPTEMBER 28, 2021

According to Forbes, poor customer service is costing businesses more than $75 billion a year. But many contact center leaders struggle to achieve these outcomes while simultaneously improving customer satisfaction. Contact centers are now considered more than just service centers. Credit: Flore Maquin.

Contact Center 40

Contact Center Customer Journey Omnichannel Metrics 40

Kitewheel

SEPTEMBER 9, 2020

Possible side effects of reading this blog include a newfound appreciation for VoC data, a stronger grasp of customer journey concepts, and a desire to build better experiences at your business. If symptoms persist, please contact your customer journey expert , as this may be a sign of a need to change your journey strategy.

Engagement 52

Engagement Advertising Customer Journey Voice of Customer 52

eGain Blogs

JANUARY 4, 2018

It has been restructured for this blog. What is the key to improved customer (CX) and agent experiences (AX)? Delivering a consistent knowledge experience is key to driving value for both customers and agents. Human-assisted service is equally challenging. Empathy helps drive action!

Contact Center 53

Contact Center Touchpoint 2017 Omnichannel 53

Kustomer

JUNE 27, 2022

A new era in customer service has arrived. The transformed landscape requires engagement like never previously seen, and customer service software is here to help. Not one single survey has ever indicated that customers wouldn’t pay more for great service, according to Forbes.

2022 98

2022 Customer Service E Commerce E-support 98

Uniphore

JULY 21, 2021

How can organizations more effectively direct customers to the knowledge they’re looking for? Gartner’s newest customer service report “Delivering Relevant Content and Knowledge to Customers Is Key to Great Customer Service” focuses on just these dilemmas. List your CX goals beforehand.

Customer Service 52

Customer Service Management Contact Center Social Media 52

BirdEye

NOVEMBER 29, 2023

With AI chatbots across your website, social media channels, and other customer engagement platforms, you can be available 24/7 and do much more at a substantially lower cost. This blog post explains everything you need about AI chatbots and how to leverage them for your business needs. Well, not anymore.

Social Media 59

Social Media 2024 Omnichannel Interaction 59

BirdEye

NOVEMBER 16, 2023

This blog post provides all the information for small local services or growing landscaping businesses looking to supercharge their marketing strategies. Most landscaping or lawn care services operate on word-of-mouth marketing, local listings, and a few referrals.

Marketing 64

Marketing Social Media Advertising User Experience 64

Stella Connect

OCTOBER 12, 2021

Having strategies in place to be able to effectively manage and reduce call center call volume and wait times for customers is key to ensuring customer satisfaction (CSAT) and agent retention. . 2: Invest in self-service options. 3: Offer a call-back option for customers waiting on hold.

Call Center 52

Call Center Management Contact Center 2012 52

TechSee

JUNE 25, 2019

It seems like every company in every industry wants to harness the power of AI to enhance operations and positively impact the lives of their customers. A Tata Consultancy Services survey found that 31.7% of major companies around the world are currently using AI customer service technologies, the second most common use of AI after IT.

Technology 122

Technology Customer Service Contact Center Call Center 122

8x8

MAY 23, 2018

This blog post is part of a series focusing on improving the customer experiences. . A software application will only get you so far when building an effective customer engagement management strategy. But technology will only get you so far in your quest to provide great customer service. Tim Richter.

Customer Service Strategies 48

Customer Service Strategies Customer Service Contact Center Call Center 48

Upstream Works

FEBRUARY 26, 2020

At face value, providing seamless customer service should be the goal of every contact center. With so many technologies to manage, along with rising customer expectations, this can be harder than it seems. By extension, the easier you can make this look to the customer, the better the outcomes.

Contact Center 78

Contact Center Omnichannel Social Media Customer Journey 78

ReviewTrackers

APRIL 4, 2019

In the insurance industry , SEO is a great traffic and purchase driver that can help agencies and agents attract customers and policyholders without spending thousands of dollars in traditional advertising. Plant Your Flags Across the Web. SEO for Insurance Agents and Providers: Best Practices. But don’t stop there.

Insurance 93

Insurance Social Media Blog Consumers 93

VDS

MARCH 17, 2023

Customer engagement and contact centers are critical components of any business’s success. They serve as the primary means for organizations to interact with customers, resolve issues, and improve customer satisfaction. Genesys PureConnect Genesys PureConnect is a customer engagement and contact center platform.

Contact Center 52

Contact Center 2025 2023 Multi-Channel 52

Upstream Works

SEPTEMBER 5, 2019

The world of customer experience management is expanding and growing in complexity at an alarming rate. But they share another challenge, namely balancing that drive to be leading-edge with the need to remain relevant and accessible to the organizations who aren’t quite there yet. Other channels might include Email, or Web Chat.

Contact Center 60

Contact Center Technology Omnichannel Call Center 60

West Monroe

DECEMBER 6, 2019

New partnerships with companies such as Microsoft, Tableau, Apple, and Amazon indicate major opportunities for organizations to elevate their customer experience in 2020 using Salesforce technology to be more agile, predictive, and strategic. Connect and simplify data to provide better service.

2019 52

2019 2020 Customer Centricity Financial 52

Avaya

DECEMBER 1, 2016

While many of these purchases are simply one click and a check off of gift lists, the customer probably made several decisions well before the submit-order button was activated. Whereas item and price have been the primary drivers of purchasing decisions, the customer experience is increasingly the new battleground.

Customer Experience 57

Customer Experience Contact Center E Commerce 2015 57

Call Experts

MARCH 5, 2020

The number one rule for any business is to keep your customers happy! Every plumber or home services professional knows how important it is to deliver high-quality services. But, only part of the job is providing excellent services; the other key to keeping your customers happy is outstanding customer support.

Contact Center 80

Contact Center Call Center 2018 Customer Journey Mapping 80

Eptica

AUGUST 7, 2019

Date: Wednesday, August 7, 2019 Author: Taoufik Massoussi - Product Manager & Head of AI Why closing the loop is vital to Voice of the Customer success. These often just provide a headline metric, such as an NPS score without the context behind it or the ability to drive changes. Published on: August 07, 2019.

Customer Success 66

Customer Success Net Promoter Score E-support E Commerce 66

Optimove

MAY 18, 2020

With every passing year, brands and customers expect their mutual interactions to take a more personalized, understanding, and relevant turn. ” In this blog, I’ll share Optimove’s interpretation of the 2020 Magic Quadrant results and help marketers better understand them. Driving growth against business KPIs.

2020 52

2020 Marketing Download Call Center 52

Bold360

JUNE 18, 2020

You could send an employee to a customer’s home to solve a problem or tell someone to come into your physical store for you to take a look at their product. Customers just don’t want that kind of high-touch, hand-holding treatment like they once did. How customers get support in a post-COVID world. Marie Ruzzo.

Connections 71

Connections Engagement Insurance Customers 71