BlueOcean

OCTOBER 4, 2023

But what mix of live agents versus AI is best for your business? Surveys of consumers who speak English as an additional language (rather than their primary language) have revealed similar statistics. Without it, you risk taking a hit to your CSat scores, your brand loyalty, and your bottom line. But what’s the best approach?

Contact Center 310

Contact Center Customer Care Average Handle Time Consumers 310

Eptica

JANUARY 9, 2019

Date: Wednesday, January 9, 2019 Author: Anne-Claire Bellec - Marketing Director Reviewing 2018 – our top 10 blog posts from the year. At the Eptica blog we’ve looked at all of our posts from 2018 and come up with a top 10 of the most popular and topical, based on the number of views, comments and general feedback.

2018 89

2018 Blog Average Handle Time 2019 89

CustomerSuccessBox

MAY 18, 2022

Searching for blogs in the arena is getting accessible slowly and it’s time you leverage the essential knowledge these blogs have to offer, to flourish! Here is the list of 10 Customer Success blogs to follow and save in your digital library in 2022! Suggested blog : Account Expansion: If You Want To Grow Fast, Do This….

2022 52

2022 Blog Customer Success Definition 52

Optimove

DECEMBER 21, 2023

This post highlights Optimove 2023 surveys of more than 2,000 consumers. Source: 2023 Marketing Fatigue Survey ) Overall, 80% of online shoppers unsubscribe : 80% of consumers unsubscribed from retail brands in the preceding three months. Key takeaways: Consumers are subjected to marketing fatigue across industries.

2023 111

2023 Consumers Brands Marketing 111

BlueOcean

MARCH 13, 2023

Talk of ChatGPT is everywhere from your LinkedIn feed to the evening news to, yes, this blog. This is the underlying philosophy of our digital customer experience support solutions , driven by AI, machine learning, chatbots, and intelligent self-service. Can AI Handle Complex Customer Care?

Contact Center 156

Contact Center Customer Experience Average Handle Time Customer Care 156

ShepHyken

JULY 12, 2019

This week we feature an article by Hugues Meyrath who says that by integrating machine learning and AI capabilities into your processes, you can optimize the performance of your facilities and staff to drive a positive customer experience. Infusion of new technologies is critical, and this is where machine learning and AI prove their value.

Blog 108

Blog Customer Experience Roadmap Technology 108

ShepHyken

DECEMBER 28, 2018

And, AI will deliver those insights , along with instant gratification, so it’s a win/win. Business Insider recently reported on a survey in which 69% of millennials said they learn more from technology than from people. Even if you want a customer service survey deployed, think about how you’re going to get them to fill it in!

Blog 99

Blog Customer Service Fashion Social Media 99

ShepHyken

JANUARY 18, 2019

The proliferation of AI and automation into our work and personal lives means that the nature of work is changing. The post Guest Blog: Are You Setting the Right Customer Experience Goals? How committed are you to creating a better experience for consumers if your strategic goals aren’t truly strategic? appeared first on Shep Hyken.

Blog 95

Blog Customer Experience Contact Center Airlines 95

BirdEye

SEPTEMBER 11, 2023

Multi-location businesses receive unprecedented customer feedback through social media, surveys, and online reviews. This is where AI helps. This is the only blog you need to read to know how AI-driven customer feedback insights can increase the reputation of your business.

Feedback 106

Feedback Insights Social Media E-support 106

Comm100

MAY 25, 2022

For example, your contact center should integrate with customized software that can send follow-up surveys and reminders via text message. Today, embracing AI and machine algorithms can quickly improve your service. The post Guest blog: The Future of Customer Service: Changes & Challenges in 2022 appeared first on Comm100.

2022 52

2022 Blog Contact Center Customer Service 52

Lumoa

DECEMBER 19, 2023

The secret lies in the capabilities of AI and its proficiency in conducting sentiment analysis. Around 30% of IT professionals worldwide have reported that their organizations are witnessing time-saving benefits thanks to implementing new AI and automation software.

Social Media 83

Social Media Feedback Banking Automotive 83

Optimove

OCTOBER 5, 2023

Many were uncovered in our 2023 Marketer’s survey that are below.  Others originate from our 2023 Marketing Fatigue survey. They see the need as our survey of consumers regarding marketing fatigue revealed that two-thirds of consumers (66%) want fewer marketing messages, and 27% feel they are bombarded by marketing messages.

Marketing 119

Marketing 2023 Loyalty Consumers 119

Feedbackly

MAY 2, 2024

Here are some examples of actions that you could consider automating: sending out satisfaction surveys (via email, SMS, website widgets), triggering custom notifications and messages based on the feedback given, customer support chat (using chatbots), and analyzing open text feedback (with AI).

Financial 52

Financial Customer Experience ROI 2024 52

Calabrio

NOVEMBER 25, 2020

Artificial Intelligence (AI), in particular, is bringing great improvements to the contact center. AI Management Platforms enable contact centers to use bots that can automate routine tasks and power self-service options that help customers quickly find the information they need on their own. Collaboration is an emerging theme.

Contact Center 52

Contact Center Blog Banking Competitive Advantage 52

BirdEye

AUGUST 29, 2023

This blog post aims to simplify making customers happy and equip businesses with proven ways to improve customer satisfaction. Businesses can measure customer satisfaction by conducting surveys, customer interviews, and analyzing customer feedback across various channels. While it feels like an abstract metric, it certainly is not.

Customer Satisfaction 98

Customer Satisfaction Social Media Omnichannel Net Promoter Score 98

Comm100

JULY 20, 2020

Guest blog – Nahla Davies is a software developer and tech writer. As for the relevance of chatbots, the World Economic Forum terms the beginning of AI automation as the Fourth Industrial Revolution. Understanding things like the type of content to publish, topics to focus on, and choosing a blogging platform.

Social Media 53

Social Media Blog ROI Brands 53

ShepHyken

JUNE 15, 2018

Most of us think chatbots are sophisticated, AI-powered self-learning bots that leverage some form of advanced language processing to understand the customer’s intent and find a relevant answer. The post Guest Blog: Customer Support Chatbots – Striking The Right Balance appeared first on Shep Hyken. These numbers are staggering.

Blog 76

Blog Social Media Healthcare 2017 76

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. This blog post explores the top 12 ways businesses can leverage AI for their sales functions in 2023. Table of contents What is AI in sales? Why do we need AI in sales?

Sales 109

Sales 2023 Demo Social Media 109

Interactions

MARCH 28, 2024

Dive in as this blog addresses the complexities of achieving excellence in CX within organizations, focusing on the dichotomy between pursuing quick wins versus investing in transformative, long-term innovations. We surveyed 500 business decision-makers across industries to find out where the disconnect lies.

Contact Center 62

Contact Center Innovation Consumers Interaction 62

ShepHyken

NOVEMBER 15, 2019

AI-powered IVR applications use natural language processing to let callers simply state why they’re calling – particularly pleasant for the ever-growing number of customers calling from a mobile device who may actually be mobile and unable to easily access a keypad.

Blog 95

Blog Customer Experience Contact Center Interaction 95

BirdEye

FEBRUARY 13, 2024

This blog looks at how strategic chiropractor marketing can effectively address the issues of limited awareness, attract more patients, and build loyalty through reputation management. For example, its AI-powered tool, BirdAI , can manage customer feedback and reviews without you having to spend extra time on it.

Marketing 57

Marketing Social Media Healthcare Multi-Channel 57

Optimove

DECEMBER 14, 2023

Enhance your customer segmentation with our advanced guide Download Now Informed by our work with thousands of marketing experts representing 1,200+ brands and exclusive insights from our surveys of more than 2,000 consumers, here are the pivotal latest marketing trends we see shaping the landscape in 2024.

2024 119

2024 Marketing Consumers Download 119

Comm100

MARCH 13, 2023

Comm100’s latest higher education survey asked current students in North America what they thought about chatbots and the service that they can provide. This blog will reveal students’ opinions on chatbots, how open they are to receiving them, and the support expectations they hold of prospective schools. Read more Report 1.

Social Media 78

Social Media Communication Download 2020 78

Upstream Works

JANUARY 31, 2023

CX must always remain the primary focus for the contact center –this recent blog post identified two 2023 trends that will have a major impact on CX. AX Trend: AI-Driven Automation As with many other types of jobs, agents spend too much time on manual, repetitive tasks, leaving them with less time to interact directly with customers.

2023 78

2023 Contact Center Customer Journey Mapping Touchpoint 78

Upstream Works

DECEMBER 14, 2022

Artificial Intelligence (AI) is going to be a defining trend for contact centers in 2023, and IT leaders must be prepared to think broadly about the possibilities. When it comes to AI and customer service, automation usually comes to mind. AI Use Case 1: CX Before an Agent Interaction.

Contact Center 78

Contact Center 2023 Interaction Customer Centricity 78

ShepHyken

NOVEMBER 10, 2017

The Royal Bank of Scotland uses the power of AI live chats to provide customers with real-time customer support. Per a survey , more than 55% of online buyers abandon their shopping carts if quick answers to their queries aren’t received. The post Guest Blog: Live Chat Simplifies the Customer Journey appeared first on Shep Hyken.

Customer Journey 74

Customer Journey Blog Fashion E Commerce 74

BirdEye

SEPTEMBER 11, 2023

And most businesses spend a lot of money on market research, third-party surveys, mystery shoppers, and focus group discussions to understand their market. While processing vast data is challenging, leveraging Artificial Intelligence (AI) for customer feedback management can be a significant advantage.

Feedback 57

Feedback 2023 Management Social Media 57

TechSee

JUNE 10, 2021

This blog challenges that status quo. Now, survey data is showing that more customers than ever are prepared to engage in self-service activities to avoid technician visits. . Smart Scheduling with AI. Analysts and organizations have been waving the red flag of unnecessary truck rolls for years.

Innovation 207

Innovation 2025 Transportation Consumers 207

Comm100

DECEMBER 8, 2020

They are AI-trained to understand variation and can provide answers to more intricate questions. To get more information, they will need to click a lot of ‘more info’ buttons or read blog posts. They can give references to blog posts or tutorials so that potential customers can better understand how your product can help them.

Customer Satisfaction 53

Customer Satisfaction Blog Customer Service Representative Social Media 53

SurveySensum

NOVEMBER 8, 2023

A survey conducted by TELUS International revealed that 65% of customers anticipate­ some level of CX automation in their customer journey. In this blog, we are going to explore the hot topic of CX automation from A to Z. Then AI crafts and sends personalized messages, which include specific content, offers, and discounts.

Customer Experience 52

Customer Experience NPS Customer Satisfaction Social Media 52

BirdEye

OCTOBER 11, 2023

This blog post explores the importance and methods of delivering an exceptional customer experience to your clients. Use data and product survey questions to discover where your customers like to hang out online. Implement AI-powered chatbots that help customers find self-service resources, and phone numbers and answer simple queries.

Insurance 109

Insurance Customer Experience Social Media Omnichannel 109

ShepHyken

MAY 15, 2023

In this blog post, we’ll explore why it’s essential to connect NPS initiatives to financial success, how insights from top CX and NPS influencers can help, and identify specific links that companies can look for between NPS and financial performance. Can AI Deliver A Customer Experience Like A Grandmother Would?

Article 65

Article Net Promoter Score Customer Service 2023 65

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. AI chatbots with emotional intelligence (EQ) While AI chatbots are becoming commonplace, few are leveraging the potential of chatbots with EQ.

Omnichannel 72

Omnichannel Customer Service Customers Touchpoint 72

Lumoa

AUGUST 8, 2023

Effectively analyzing survey results can provide numerous benefits, such as enhanced customer satisfaction, increased sales, and improved brand loyalty. So, if you’re ready to transform your customer feedback into a driving force for positive change, dive into this article and learn how to make the most of your customer surveys!

Feedback 83

Feedback Net Promoter Score NPS Customer Satisfaction 83

ShepHyken

JULY 26, 2021

workers surveyed by consulting firm Eagle Hill said that the employee experience impacts their ability to serve customers. More than just saying, “Thank you,” you can share more product information, get the customer to subscribe to your blog, upsell and cross-sell, ask for reviews, and more. Consider the opening stats.

Article 104

Article 2021 Customer Service Contact Center 104

ShepHyken

JANUARY 6, 2017

This week on our Friends on Friday guest blog post my colleague, Vince Jeffs, examines the hot topic of artificial intelligence (AI) and it’s impact on the customer experience. I am reading articles every week about AI and find it’s impact fascinating. And sure, I too enjoy dreaming about AI as well.

Blog 86

Blog Customer Experience Telecommunications Fashion 86

ChurnZero

MARCH 10, 2023

Are you interested in using AI to make your Customer Success job easier? By the end of this post, you’ll have the confidence and knowledge to create effective CS AI prompts. It was a team effort (strong prompts and follow-up instructions on our end, quick and accurate copy on CS AI’s end) and included some minor editing tweaks.

Customer Success 98

Customer Success Blog Customers Feedback 98