COPC

JUNE 9, 2023

Artificial intelligence (AI) is rapidly transforming the customer experience (CX) industry, offering businesses new opportunities to enhance their operations. This blog article discusses the importance of employing multiple types of AI, implementing effective controls and guardrails, and adapting specific roles within the CX organization.

Customer Experience 114

Customer Experience Customer Journey Technology Insights 114

Comm100

MAY 25, 2022

Many changes, which seemed like far-flung future possibilities, occurred overnight. In the past few years, massive social changes have upset the business community. These changes have occurred across industries and have accelerated the adoption of new technologies. Challenges have emerged in the past two years.

2022 52

2022 Blog Contact Center Customer Service 52

TechSee

JULY 17, 2023

Service leaders are increasingly looking towards AI to stay ahead, or even just to stay afloat. In this blog post, we will explore the five key obstacles service leaders face when integrating LLMs and offer practical advice on overcoming them. Regularly review the LLM’s responses and set up to ensure the AI delivers as designed.

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Document Interaction Presentation Customer Centricity 109

BirdEye

AUGUST 29, 2023

This blog post aims to simplify making customers happy and equip businesses with proven ways to improve customer satisfaction. You can grow, scale, and develop your business if you understand your customers’ feelings about you. Better your Business with Customer Feedback Want to see the impact of Birdeye on your business?

Customer Satisfaction 98

Customer Satisfaction Social Media Omnichannel Net Promoter Score 98

TechSee

JUNE 10, 2021

This blog challenges that status quo. In addition, Gartner reports that field service teams have created new triage and digital service support roles for senior field technicians who no longer want to work in the field. It’s no secret that truck rolls are a necessary evil for the service industry. Yes, they cost a lot.

Innovation 207

Innovation 2025 Transportation Consumers 207

Kustomer

SEPTEMBER 19, 2023

Welcome to The Kustomer Service Pulse , a new series on the Kustomer blog where we share our point of view on customer service experiences that showcase how companies can create unforgettable moments with their customers, drive impact for their business, and elevate their brands.

Customer Experience 52

Customer Experience ROI Presentation Customer Service 52

Optimove

JUNE 1, 2023

It’s one of the busiest crossroads at which the different revenue teams intersect and sometimes collide – attribution junctions. A well-documented battle of egos, bonuses, and, ultimately, optimization. But, on the bright side, while marketing attribution is indeed a challenge, there are many ways to address it.

Customer Journey 98

Customer Journey E Commerce E-support Marketing 98

TechSee

AUGUST 14, 2023

Adrian’s driving passion is helping create, develop, and grow businesses that take care of their customers in the best way possible and create the great teams that are required to do that. As the Head of Customer Support and Engagement at HotDoc, she is responsible for leading the customer support and engagement strategy.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

Kustomer

NOVEMBER 4, 2020

Improved CX With AI. The words “artificial intelligence” (AI) conjure images of Arnold Schwarzenegger in his iconic Terminator role, or epic Hollywood showdowns between man and antagonistic machine. It’s no secret that AI is transforming the way businesses interact with their customers. Brands must stay on top of CX trends.

2021 140

2021 Customer Experience E-support Omnichannel 140

Comm100

MARCH 13, 2023

The benefits of chatbots in student recruitment are abundant and clear – 24/7 availability, increased support capacity, faster response, personalized support… and the list goes on. 99% of students think 24/7 support is important We asked students – ‘how important it is for a school to provide 24/7 support?

Social Media 80

Social Media Communication Download 2020 80

BirdEye

SEPTEMBER 15, 2023

Anything you can do to bring efficiency and agility to this function, you must embrace it, and that begins with using AI in sales processes. With Artificial Intelligence, sales teams can change how they approach selling and significantly increase lead generation, lead conversion, and overall customer experience.

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Sales 2023 Demo Social Media 109

Kustomer

SEPTEMBER 12, 2023

From AI-enhanced selfies on social media, to the 2023 launch of ChatGPT (and even a 2-minute, satirically acclaimed text-to-video remake of “The Lord of the Rings ”) — generative AI in particular seems to be the internet’s shiny new toy. What is Generative AI? All of a sudden, the term ”artificial intelligence” is everywhere.

Social Media 52

Social Media 2023 Consumers Demo 52

Comm100

SEPTEMBER 26, 2023

In this blog we will explore some advanced and effective personalized service examples that defy the ordinary and are setting new standards in customer service and engagement. Armed with this data, customer service agents can provide deeply personalized support that is helpful, accurate, and shows next-level care for the customer.

Omnichannel 74

Omnichannel Customer Service Customers Touchpoint 74

VDS

SEPTEMBER 25, 2023

Customer service teams face the challenge of not only catering to the current needs of their clients but also preparing for future trends and challenges. One solution to keep those teams resilient and adaptable is Genesys Cloud, a powerful customer experience platform designed to future-proof customer service operations.

Customer Service 52

Customer Service Customer Service Strategies Contact Center Technology 52

ShepHyken

DECEMBER 23, 2022

This week, we feature an article by Mitel , a company that works with teams by supporting their communications and technology needs so that they can provide the best customer experience possible. UC supports complex workflows across hybrid teams, and next year will likely be just as complicated. Predictable.

2023 71

2023 Communication Contact Center Return on Investment 71

CX University

MARCH 18, 2024

Understanding Hyper-Personalization Hyper-personalization is a data-driven marketing strategy that uses artificial intelligence (AI), machine learning, and big data analytics to deliver personalized content, products, and services to customers on a one-to-one basis.

Customer Experience 52

Customer Experience Retail 2023 2022 52

Lumoa

FEBRUARY 14, 2024

The internet has no shortage of platforms for consumers to share their unfiltered opinions about businesses. From social media posts to Google and Yelp reviews, every buyer can recount their customer experience with your company to a global audience. So, how can your business win over this growing contingent of experience-focussed customers?

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Customer Experience 2024 Multi-Channel Social Media 83

SurveySensum

NOVEMBER 3, 2023

In this blog, we’ll explore seven customer service trends for 2024. So, before moving on to the trends, let’s have a glance at how AI can further enhance customer service. Nowadays customers expect swift and personalized responses, and AI is the key to meeting your demands while keeping businesses competitive.

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2024 Customer Service E Commerce E-support 52

SurveySparrow

JULY 31, 2023

In an era where personalization, speed, and responsiveness are the pillars of customer satisfaction, the role of Artificial Intelligence (AI) in shaping customer experience is rapidly expanding. So, how exactly is AI enhancing customer experience ? If you’ve been pondering these questions, this blog post is for you.

Customer Experience 52

Customer Experience E Commerce Social Media E-support 52

Comm100

DECEMBER 8, 2020

Using artificial intelligence to make business processes more efficient is no longer a thing of the future. Using artificial intelligence to make business processes more efficient is no longer a thing of the future. They are AI-trained to understand variation and can provide answers to more intricate questions. Enter automation.

Customer Satisfaction 53

Customer Satisfaction Blog Customer Service Representative Social Media 53

ChurnZero

JANUARY 25, 2024

As the role of CS changes, so do the critical skills required for CS teams, their leaders, and CS professionals seeking new roles. Let’s explore the essential trends, specializations, and factors driving the evolution of CS skills in 2024, and consider how you can upskill yourself and your team to stay at the cutting edge.

2024 52

2024 Customer Success 2023 Leadership 52

Comm100

OCTOBER 10, 2022

By introducing a chatbot, organizations are now expanding customer service availability, cutting costs, increasing team efficiency, so much more. In this blog, we’ll look at some of the best chatbot examples across industries, revealing how organizations are using automation and the benefits each brings. Reducing repetitive work.

Customer Service 86

Customer Service Customers Technology 2019 86

Beyond Philosophy

JULY 7, 2022

The Future of Brick and Mortar. We had a pickle about the future of brick-and-mortar after the pandemic that I thought I would share with you, too. Customer Science is the integration of artificial intelligence (AI), customer data, and behavioral science. How can these retailers benefit from the new technologies? Almost Perfect.

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Retail Online Experience Interaction Technology 160

Gainsight

MARCH 1, 2024

In this blog, we asked four remarkable female leaders in CS about their predictions and foresight into the future of this pivotal field. This gives us an opportunity to be more strategic with customers rather than spending time defining the difference between customer support and customer success.

Customer Success 59

Customer Success Chief Customer Officer 2002 2014 59

BirdEye

JUNE 7, 2024

This blog delves into the world of patient survey software, exploring its various applications, key features to consider, and the undeniable benefits it offers for healthcare professionals. Why should healthcare providers care about the patient experience? To understand these experiences you need patient survey software.

Healthcare 62

Healthcare Feedback Touchpoint Financial 62

Lumoa

SEPTEMBER 30, 2022

By now, the importance of delivering a superb customer experience in banking is crystal clear. It’s estimated that financial brands that deliver a better customer experience (CX) receive twice as many recommendations. Plus, their customers are also two times more likely to try new products or services. . The Current State of Banking CX.

Banking 94

Banking 2023 Customer Experience Financial 94

Kustomer

JUNE 30, 2022

Traditional, reactive customer support, during which companies only address customer issues after they’ve taken place, is no longer enough for today’s customers. What Is Proactive Customer Support? What Is Proactive Customer Support? Customer support is no longer a “nice-to-have” feature.

E-support 95

E-support E Commerce Social Media Loyalty 95

SurveySensum

NOVEMBER 8, 2023

CX automation involves leveraging technologies such as AI (artificial intelligence) and RPA (robotic process automation) to automate customer support and marketing campaigns, collect and analyze customer feedback, and personalize customer experience. In this blog, we are going to explore the hot topic of CX automation from A to Z.

Customer Experience 52

Customer Experience NPS Customer Satisfaction Social Media 52

BirdEye

NOVEMBER 15, 2023

With the rise of AI and automation, new possibilities have emerged for optimizing digital presence across Google search, maps, profiles, reviews, ads, and more. AI can help businesses engage customers, automate operations, and improve employee efficiency. We’ve had some great conversations on the evolution of AI.

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Document Brands Technology Consumers 109

Lumoa

JANUARY 24, 2024

After that frustrating experience, I had a newfound appreciation for customers who have to deal with unresponsive customer experience (CX) teams that fail to act on customer feedback! Have you ever traveled to a country where you didn’t speak the language? Just like a hapless tourist, customers are eager to share details of their experience.

Feedback 83

Feedback Net Promoter Score 2024 Metrics 83

Kustomer

DECEMBER 20, 2019

Just as companies finally began to feel comfortable achieving multichannel support, customers began to demand more: they now expect TRUE omnichannel support. Multichannel support simply means offering customers more than one method for contacting customer service. The Rise of AI and ML. Omnichannel Not Multichannel.

2019 93

2019 E-support Omnichannel Events 93

Comm100

FEBRUARY 13, 2023

The release of ChatGPT has kicked off an AI battle among the tech giants, and public experimentation has already turned up some incredible applications for ChatGPT. While many future applications for this technology have yet to be imagined, higher education is an area that has already been impacted by ChatGPT. What is ChatGPT?

Management 84

Management Presentation Technology Information 84

SurveySparrow

JUNE 19, 2023

Welcome to the future! From browsing your website and reading your blog posts to interacting with your customer service reps on social media – it’s all part of their digital journey. It encompasses all aspects of a customer’s online journey, including browsing, purchasing, receiving support, and providing feedback.

Customer Experience 52

Customer Experience Multi-Channel Social Media Omnichannel 52

UJET

NOVEMBER 18, 2019

2019 is coming to a close and the customer support industry is moving into the next decade. It’s become even more clear that support expectations are changing, expanding, and require a higher level of diligence to provide the best experience possible for customer satisfaction and loyalty. Messaging Surpasses Voice.

2020 78

2020 Contact Center 2019 Omnichannel 78

Beyond Philosophy

JANUARY 4, 2024

This year is about artificial intelligence (AI). This year is about artificial intelligence (AI). As we see it coming, I know a lot of organizations diving into AI integrations. Everybody wanted to rush headlong into the “dot.com” future. Everybody wanted to rush headlong into the “dot.com” future.

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2024 2023 Net Promoter Score NPS 97

Optimove

JANUARY 12, 2023

“If you ask us, we have no doubt where 2022, and the entire foreseeable future of marketing, is headed” is how we started the blog summarizing last year’s Optimove Connect End of Year Forum. Feel free to laugh out loud. . Since then, the marketing landscape has flipped on its head yet again. The solution?

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2023 2022 Consumers Marketing 52

Interactions

MAY 7, 2020

Automation powered by Conversational AI is being discussed and considered more frequently than ever before. According to Accenture’s Build-to-scale Report , companies strategically scaling AI have nearly 2x the success rate and 3x the return from AI investments, versus companies pursuing siloed proof of concepts.

Contact Center 71

Contact Center Technology Customer Experience Management Management 71