ShepHyken

APRIL 5, 2019

This week we feature an article by Irina Kirnos who writes about how chatbots are customer experience tools that are changing the way that companies interact with their customers. Chatbots are more than just automated FAQ answer generators. From Customer Service to Customer Experience.

Blog 114

Blog Customer Experience Contact Center Customer Journey 114

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. 94% of consumers say they expect better customer service than they currently receive. The answer?

Contact Center 62

Contact Center Innovation Consumers Interaction 62

ShepHyken

JUNE 28, 2019

This week we feature an article by Chris Connolly that discusses h ow assistive AI blends with human-only qualities to create a new category of “superagents.”. It’s true that in China, in a case of life imitating art, state-run television is testing the world’s first AI news anchors more than 30 years after the Max Headroom television satire.

Contact Center 110

Contact Center Blog 2025 Banking 110

Totango

JANUARY 3, 2024

As we kick off 2024, it’s time to reflect on the past year and look forward to what the future holds for customer success. It’s been an exciting journey, marked by significant milestones and a ceaseless effort to support our customers in achieving their goals.

2024 111

2024 2023 Customer Success Innovation 111

Comm100

JANUARY 17, 2024

Lean into Automation – Transforming Customer Service with AI & Human-Bot Harmony In a world where immediacy and personalization have become the cornerstones of brand communication, the realm of customer service is undergoing a revolutionary transformation. How does it benefit organizations and customer experience?

Customer Service 74

Customer Service Technology Interaction Customers 74

BirdEye

NOVEMBER 15, 2023

For local businesses and brands, effectively leveraging Google’s suite of products presents a major opportunity to attract and retain customers. With the rise of AI and automation, new possibilities have emerged for optimizing digital presence across Google search, maps, profiles, reviews, ads, and more.

Document 111

Document Brands Technology Consumers 111

Call Experts

DECEMBER 29, 2021

At Call Experts, we are dedicated to providing supportive content every week through our contact center blogs. Because contact center blogs can be an essential tool for understanding services from a company and what it might be like as their customer. . To keep reading, click here ! . What is a call-out line?

Contact Center 52

Contact Center 2021 Blog Call Center 52

TechSee

JULY 17, 2023

Service leaders are increasingly looking towards AI to stay ahead, or even just to stay afloat. Language Models (LLMs) have emerged as a powerful tool with the potential to revolutionize customer service, automating responses, personalizing experiences, and enhancing operational efficiency. Sending customer questions to the LLM?

Document 109

Document Interaction Presentation Customer Centricity 109

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

TechSee

JUNE 10, 2021

Absolutely, your customers aren’t happy to wait for service. Of course, in-person contact puts employees and customers at risk. This blog challenges that status quo. These senior technicians have a massive amount of knowledge and expertise that can be passed on to the next generation of workers. Yes, they cost a lot.

Innovation 207

Innovation 2025 Transportation Consumers 207

ShepHyken

DECEMBER 28, 2018

This week we feature an article by Pradeep Rathinam who writes about how we must understand what the large population of millennials expect when it comes to customer service. – Shep Hyken. Notably, millennials like to do things a little differently from the generations of yore. Then there’s the whole Veruca Salt syndrome.

Blog 97

Blog Customer Service Fashion Social Media 97

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? But they don’t have to be.

Social Media 52

Social Media 2023 Consumers Demo 52

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. Sales professionals need insight, reports, and innovative ways to reach potential customers. This blog post explores the top 12 ways businesses can leverage AI for their sales functions in 2023.

Sales 111

Sales 2023 Demo Social Media 111

BirdEye

JULY 7, 2023

Today’s customers expect answers in real time. That’s why a customer service chatbot is a necessary tool for a successful business. With this tool, you can quickly and accurately respond to customer service questions, even if it’s at midnight. Table of contents What is a chatbot for customer service?

Customer Service 96

Customer Service Social Media Banking 2008 96

BirdEye

SEPTEMBER 11, 2023

And when powered with AI, this becomes one of the best ways for brands to build stellar authority. In this blog, we’ll walk you through the benefits of AI in reputation management in your business and why you should implement AI in your workflow today. Table of contents What is AI for reputation management?

Management 59

Management Brand Values Demo Social Media 59

Lumoa

JANUARY 8, 2024

And, if you’re nodding along, I’m also betting you’re savvy enough to know that the future of business success is tightly intertwined with embracing Machine Learning (ML) and Artificial Intelligence (AI). AI tools are changing the way we analyze customer feedback. Their customers?

Social Media 157

Social Media Feedback User Experience Insights 157

ShepHyken

FEBRUARY 18, 2024

Each week, I read many customer service and customer experience articles from various resources. Customer Service versus Customer Experience: Master both! by Reuben Yonatan (Fast Company) Customer service (CS) and customer experience (CX) are the two faces of the same coin and go hand in hand with each other.

2024 60

2024 Article Customer Service Net Promoter Score 60

Comm100

JULY 20, 2020

Guest blog – Nahla Davies is a software developer and tech writer. As one would expect, an increasing number of business organizations are now using chatbots to fuel their marketing and customer service efforts. Customers can also get instant responses to urgent queries 24/7 which contributes to a better customer experience.

Social Media 52

Social Media Blog ROI Brands 52

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. Gen Z have been the first generation with 24/7 access to the internet. You can download the survey results for free below. Read more Report 1.

Social Media 74

Social Media Communication Download 2020 74

BirdEye

AUGUST 29, 2023

Happy customers build successful businesses. You can grow, scale, and develop your business if you understand your customers’ feelings about you. Great products, the best marketing campaigns, and the costliest ads are all playing second fiddle to the power of customer satisfaction. Why is customer satisfaction important?

Customer Satisfaction 98

Customer Satisfaction Social Media Omnichannel Net Promoter Score 98

SurveySensum

NOVEMBER 3, 2023

You reach out to their customer service, and within seconds, a friendly chatbot listens to your issue properly and provides you with the answer, gathering valuable customer feedback. That’s the power of good customer service! In this blog, we’ll explore seven customer service trends for 2024.

2024 52

2024 Customer Service E Commerce E-support 52

Upstream Works

JANUARY 31, 2023

As 2023 unfolds, a key theme for contact center leaders to watch is reinforcing the connection between customer experience (CX) and agent experience (AX). 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.

2023 78

2023 Contact Center Customer Journey Mapping Touchpoint 78

Beyond Philosophy

DECEMBER 28, 2023

This year has been the year of AI. We hosted the Global Customer Service Experience Director of Alvarez & Marsal Alex Mead ( alexmead@sky.com ) recently to talk about it, and I wanted to share what we discussed here with all of you, too. Mead says that he believes AI will reduce customer effort in experiences.

Airlines 88

Airlines Call Center Interaction Information 88

BirdEye

SEPTEMBER 11, 2023

Onboarding a customer isn’t a lottery won; keeping them satisfied is. A satisfied customer writes you positive reviews, generates repeat purchases, and a scope of referral, which helps you build authority in front of other potential customers. This is where AI helps.

Feedback 108

Feedback Insights Social Media E-support 108

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 72

2024 Marketing Consumers Download 72

Comm100

SEPTEMBER 26, 2023

In today’s hyper-connected, personalized customer service isn’t just a isn’t just a nice-to-have; it’s a must. While we’re all familiar with the basics, like using a customer’s name in an email, today’s innovators are going far beyond these conventions to deliver personalization.

Omnichannel 69

Omnichannel Customer Service Customers Touchpoint 69

SurveySensum

NOVEMBER 8, 2023

Customer experience encompasses every interaction a customer has with a business. 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.

Customer Experience 52

Customer Experience NPS Customer Satisfaction Social Media 52

LiveChat

JANUARY 3, 2019

It was a good year for the LiveChat blog. Our blog was visited every month by over 100k visitors , who spend 8 minutes on each page on average. Let me proudly present a list of 12 killer posts we’ve published this year on LiveChat Blog. How we reached 100,000 unique views a month on LiveChat blog. It was just great.

2018 59

2018 Blog B2B 2014 59

Magellan Solutions

AUGUST 17, 2023

Artificial intelligence (AI) has emerged as a revolutionary technology in video production, where videos are essential to communication. The demand for AI video editing tools has dramatically increased. AI video editing tools are increasingly necessary as the demand for high-quality video content grows.

Social Media 98

Social Media E-support Entertainment Call Center 98

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! Just like a hapless tourist, customers are eager to share details of their experience. However, first, you have to know where to look!

Feedback 83

Feedback Net Promoter Score 2024 Metrics 83

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. Our prediction?

2023 69

2023 Communication Contact Center Return on Investment 69

BirdEye

NOVEMBER 10, 2023

Genesis Counseling Center faced this challenge head-on and embraced the power of AI for reputation management to manage its customer communications. The blog post explores how Genesis Counseling Center harnessed the capabilities of Birdeye. AI conversation summaries will further help understand key discussion points.

Communication 59

Communication 2023 Customers Insurance 59

Upstream Works

SEPTEMBER 28, 2022

This provides an on-going opportunity for innovation, and to do so successfully, contact centers should harness the power of their data and embrace technologies like AI. Digital technology also brings efficiencies that analog technology cannot support, but more importantly, it generates new forms of data about all of our interactions.

Contact Center 78

Contact Center Customer Journey Mapping Innovation Technology 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

This week we feature an article by Sawaram Suthar writes about how live chat can simplify the customer journey. Always remember that the customer just want to be taken care of, regardless of how you go about it. – Shep Hyken. Businesses often face multiple challenges with respect to how to simplify the customer journey.

Customer Journey 74

Customer Journey Blog Fashion E Commerce 74

Kustomer

NOVEMBER 4, 2020

Customer experience (CX) is a determining factor in whether customers are loyal to a brand or not. Over 80% of companies who prioritize customer experience report an increase in revenue. 2020 brought huge changes to the business world and impacted customer service and operations across the board. Improved CX With AI.

2021 140

2021 Customer Experience E-support Omnichannel 140

SurveySparrow

APRIL 21, 2024

Businesses looking to understand the market and their customers Feedback collection & analysis Starts at $19/month Available Available Zapier 4.5 Businesses looking to understand the market and their customers Feedback collection & analysis Starts at $19/month Available Available Zapier 4.5 Now, it’s the age of no-code tools.

E Commerce 52

E Commerce Feedback E-support Demo 52