InMoment XI

FEBRUARY 21, 2024

By using probability sampling methods, CX practitioners can make data-driven decisions, identify areas for improvement, and tailor products and services to better meet customer expectations, ultimately enhancing the overall customer experience. What is Probability Sampling? However, it can be sensitive to periodic patterns in the data.

Measurement 260

Measurement Demo Customer Experience Customer Satisfaction 260

Experience Investigators by 360Connext

APRIL 23, 2024

CX leaders need to present strong business cases for every step of their journey. It’s time to make your case. Often, CRM systems are the tools used to track important customer data and feedback metrics.) That’s a measurement that can help make your case, but it’s not necessarily the end-goal. And tracking that happiness?

ROI 143

ROI CEM Net Promoter Score Customer Experience 143

BlueOcean

OCTOBER 17, 2023

Implementing ESG standards requires tremendous resources, long-term investment, and sometimes an entire overhaul of a company’s infrastructure and processes. This is often the case for smaller companies or those with complex supply chains with limited visibility. Evaluating ESG through your RFP is complex.

Government 177

Government 2004 Automotive Customer Care 177

BlueOcean

JANUARY 30, 2024

What math should go into the business case around call center outsourcing costs? (Or Or if you’re keen on delegating that chore, skip this read and contact us today for a cost analysis of your center !) Pay Per Use Instead of Pay Per Person We are big fans of the transactional model in a strategic relationship.

Contact Center 296

Contact Center Insights Call Center Technology 296

InMoment XI

JANUARY 19, 2024

Your business can use analytics to drive success and improve customer experiences. Prescriptive analytics uses a combination of mathematical models, algorithms, and business rules to analyze data and generate recommendations. Consider a retail company using prescriptive analytics to optimize its pricing strategy.

Events 260

Events E Commerce Retail Insights 260

BlueOcean

NOVEMBER 13, 2023

From AI and VoC to EX and TX, here are some resources to inspire for the new year. Here’s how customer service teams are actually using AI If you’re getting sick of the AI conversation—it’s all anyone talks about these days—we don’t blame you. Take a read if you’re looking for tangible use cases of AI that don’t suck.

Customer Care 177

Customer Care 2024 Multi-Channel Contact Center 177

InMoment XI

JUNE 2, 2022

This isn’t the case. This approach may seem a bit unorthodox, but I promise it will save you time, resources, and customers. One of the most commonly held beliefs in the customer experience world is that a CX programme that gathers incoming data is a CX programme that’s good enough. This is especially true for onboarding surveys.

Presentation 529

Presentation Feedback Customers Insights 529

TechSee

SEPTEMBER 7, 2021

When most service organizations consider implementing Visual Assistance, they mainly focus on how to use the technology to support remote teams in the field or contact center. Here are five innovative visual assistance use cases you should consider. Here are five innovative visual assistance use cases you should consider.

Sales 191

Sales Consumers Technology Contact Center 191

BlueOcean

APRIL 24, 2024

It’s important to recognize that composing and implementing ESG standards within any organization is a complex process, requiring tremendous resources and investments. Use the contact center RFP to determine what potential partners are doing to ensure integrity, compliance, ethical conduct, and operational efficiency.

Contact Center 177

Contact Center Government Measurement Document 177

Team Support

NOVEMBER 30, 2023

Case management continues to play a critical role in preserving customer relationships while also feeding the product development process. It’s also imperative that companies know which support channels work best for their business model and are most useful to their unique customer base. Ready to Increase your CSAT?

Omnichannel 106

Omnichannel Customer Service Social Media B2B 106

TechSee

MARCH 2, 2023

With new AI capabilities and compelling use cases being demonstrated daily, the service industry looks forward to a new generation of AI providers that answer their needs for high-quality service automation. An AI provider may be required to tailor their solution to your industry, use case, customer base, and internal processes.

Roadmap 109

Roadmap ROI Technology Customer Success 109

BlueOcean

MARCH 19, 2024

Trusting in the process, and in your new partner’s ability to achieve that seamless switch, can be tough. In this blog post, we’ll explore how to effectively transition your outsourced customer care program and leverage the benefits of using a collaborative cloud-based project management platform along the way.

Customer Care 177

Customer Care Document Sports Communication 177

TechSee

JUNE 10, 2021

But even though a large proportion of truck rolls are non-value-added activities and a tremendous waste of resources, these dispatches remain a fact of life for service organizations. Visual assistance has many more use cases than organizations realize. Of course, in-person contact puts employees and customers at risk.

Innovation 207

Innovation 2025 Transportation Consumers 207

TechSee

JUNE 23, 2021

Beyond using the tool to help them ‘see what their customers see,’ they could leverage the collected visual data to take their customer service to the next level. Using computer vision, they could give ‘smart eyes’ to their self-service tools that tended to fail. Introducing EVE Cortex. But help is now here.

Insurance 168

Insurance Contact Center Consumers Technology 168

TechSee

MARCH 11, 2024

These solution providers use a blend of technologies, including Large Language Models , vector embeddings, fine-tuning, and more, to artificially mimic human interactions. However, they operate on different levels of complexity and are best used in quite different circumstances. Do you need a specialist or a generalist?

Culture 124

Culture Virtual Agent Innovation Technology 124

West Monroe

FEBRUARY 19, 2024

There is an acceleration of interconnections of distributed energy resources (DERs) and large-scale renewables, a generation of utility experts are retiring, and the pandemic shifted a largely in-person workforce to a hybrid one. Early use cases for digital products have been focused on the customer experience.

Innovation 52

Innovation Financial Roadmap Culture 52

Comm100

FEBRUARY 12, 2023

In this blog, we’ve taken 5 of the top use cases for universities using chatbots from our SlideShare, Top 10 Use Cases for Chatbots in Higher Education. Introducing a university chatbot is an ideal way to provide self-service to students in a way they’re comfortable accessing it – using a familiar chat interface.

Books 69

Books Download Social Media Financial 69

Retently

MAY 2, 2023

The most widely used surveys to assess customer satisfaction levels are NPS , CSAT , and CES. The answers usually lie between the very satisfied – very dissatisfied range, but, as in the case of NPS, they don’t provide much actionable feedback unless open-ended questions follow.

Customer Journey 146

Customer Journey NPS Demo Customer Satisfaction 146

Interactions

APRIL 19, 2024

We asked the participants to work through the development of a transformation strategy , and identify the priorities, challenges, and use cases for leveraging Generative AI (GenAI) in contact center transformation. Unlock your score using our 60 second assessment! Ready to embark on the next chapter of CX?

Insights 62

Insights Workshop Customer Experience Contact Center 62

ShepHyken

APRIL 22, 2024

Each week, I read many customer service and customer experience articles from various resources. Using iconic brands like Target and Coca-Cola as examples might make you wonder or question if this concept is something your organization could consider as a strategy. Here are my top five picks from last week. Well, don’t wonder. “I

2024 78

2024 Article Customer Service E Commerce 78

Beyond Philosophy

OCTOBER 12, 2023

Then, they asked how long it would take in a worst-case scenario. The researchers found that for the majority of students, it took them much longer than their estimated worst-case scenario. We want to finish it by then, so why not use that date? However, I love another one called Resource Lag.

Healthcare 88

Healthcare 2005 Banking Consumers 88

Inbenta

DECEMBER 21, 2023

RESOURCES Webinars Chatbot AI for Enterprise: Secrets to Enhancing Customer Experience While Maintaining Compliance AI is reshaping how businesses engage and communicate with their customers. While many have embraced AI, others are struggling to find a place for automation to effectively lower customer support costs and increase sales.

Webinar 52

Webinar Contact Center Demo Definition 52

Beyond Philosophy

DECEMBER 7, 2023

How Quickly We Get Used to New Technology One of the things Tom said was back in the 90s, we didn’t buy everything online or on our phones. Another thing Tom said was that people use employees now to help in the Customer Experience. I think, “It must not be important enough to ensure there are resources to help me.”

2024 88

2024 Customer Experience Workshop Call Center 88

Inbenta

OCTOBER 30, 2023

RESOURCES Webinars Chatbot AI for Enterprise: Secrets to Enhancing Customer Experience While Maintaining Compliance AI is reshaping how businesses engage and communicate with their customers. While many have embraced AI, others are struggling to find a place for automation to effectively lower customer support costs and increase sales.

Webinar 52

Webinar Contact Center Demo Definition 52

Gainsight

FEBRUARY 28, 2024

Online customer communities are the perfect self-service destination for everyone who uses your product to come together, solve problems, and share innovative solutions that your engineers may not have even thought of yet! The post Top 3 Use Cases for Customer Communities in 2024 appeared first on Gainsight Software.

2024 52

2024 Innovation Customer Success Engagement 52

CSM Magazine

FEBRUARY 6, 2024

AI chatbots can handle a large volume of customer inquiries without requiring any human resources, training, or infrastructure. Digital solutions are also useful for collecting and analysing customer data which can then be used to improve the service.

Customer Service Representative 98

Customer Service Representative Customer Service 2013 Exceptional Customer Service 98

CSM Magazine

MARCH 5, 2024

In these cases, qualitative data collection methods come in handy. These apps can be used to collect customer feedback or conduct surveys. Evaluating Costs and Resource Requirements: When choosing a method for data collection, it’s important to consider the associated costs and resource requirements.

Social Media 52

Social Media Government Insights Feedback 52

Bill Quiseng

APRIL 25, 2021

In our case, during the pandemic, the champions were the director of housekeeping and director of loss prevention because they were responsible for guest and employee safety. Is there any idea you can CASE and tweak to make it your own? Allocate resources. Given the new environment, is that the best use of the appropriation?

Customer Experience 190

Customer Experience Hospitality Airlines Hotels 190

Thematic

MARCH 27, 2024

These storms followed hot on the heels of significant resource shortages. They used Thematic to identify red flags and dig into these for every business area. This case study shares how Thematic helped them build a new approach to restore services and satisfaction levels.

Chief Customer Officer 62

Chief Customer Officer Customer Journey Feedback Insights 62

Horizon CX

APRIL 1, 2024

Yet, despite the abundance of resources and attention dedicated to customer experience (CX), many organizations still struggle to achieve higher levels of CX maturity. Data-driven decision-making: The organization uses customer data to inform its CX strategy and decision-making. What is Customer Experience Maturity?

Customer Journey Mapping 52

Customer Journey Mapping Touchpoint Customer Centricity Customer Journey 52

SurveySparrow

MARCH 19, 2024

Still, if your video marketing strategy isn’t up to par and you’re still not generating leads, it could use some revamping. If you aren’t using videos in your lead generation strategy, it’s a great time to start. These types of videos attract more people and can be used to build a brand reputation.

Marketing 95

Marketing Social Media Demo B2B 95

Retently

MARCH 14, 2023

In today’s fast-paced business environment, customer feedback has become an invaluable resource for brands striving to stay ahead of the curve. Product reviews and Net Promoter Score (NPS) surveys are commonly used to measure customer experience and collect zero-party data. Let’s dive into their fundamental differences, shall we?

NPS 146

NPS Net Promoter Score Customer Satisfaction Feedback 146

Gainsight

OCTOBER 10, 2023

The use cases for AI are endless but most commonly tied to industries like healthcare, financial services, transportation, retail, energy, and manufacturing. In healthcare, for example, healthcare professionals (HCPs) will likely use AI for data-based diagnostic support. Here’s one use case. AI can help.

2028 52

2028 Healthcare Transportation Measurement 52

West Monroe

SEPTEMBER 17, 2023

That might leave you feeling unsure of how to proceed, with questions regarding use cases, benefits, risks—and how you can explain it to your spouse, let alone your Sales & Marketing teams. To see how your Sales & Marketing Organization stacks up against the industry, use our sales maturity assessment tool.

Sales 52

Sales Marketing E Commerce E-support 52

SurveySensum

JANUARY 4, 2024

So, let’s understand how the text analytics feature can help you uncover a treasure trove of information from your NPS surveys with the help of a case study of Text Analytics for a mutual funds company. So, they used the Text Analytics feature of SurveySensum to tag and analyze thousands of feedback.

NPS 52

NPS Webinar Banking Demo 52

Help Scout

JULY 15, 2021

Additionally, consider testing agents’ knowledge using quizzes. If you don’t use seasonal staff, how do you keep agents engaged and productive during lulls? However, the difference in cost may not be as significant when you take into account the hiring and training resources you need to bring on seasonal staff.

Customer Service 115

Customer Service Document Customers Measurement 115

BirdEye

NOVEMBER 8, 2023

41 best eCommerce review sites most used in the USA 7 benefits of getting customer reviews on these eCommerce review sites 3 ways to showcase customer reviews on your website Do eCommerce review sites influence SEO? For your business, being listed substantiates your online reputation , influencing consumer trust and purchase decisions.

Travel 59

Travel Hotels Social Media Healthcare 59