CSM Magazine

JANUARY 17, 2024

This communication format gained huge traction following the COVID-19 pandemic where remote working became the need of the hour. It’s important to stay in tune with current trends in video and graphics technology so that your videos don’t seem dated. How Can Enterprise Video Platforms Transform Communication?

Communication 52

Communication 2023 Social Media Travel 52

TechSee

NOVEMBER 20, 2018

This includes : Labor: Technician wages, un-billable travel time, administration. Vehicle: Fuel, maintenance, insurance, depreciation. Opportunity-cost: Technicians unavailable for revenue-producing activities. Solution: Two New Technology Trends. Better CX at lower cost.

Innovation 153

Innovation Technology Call Center Insurance 153

Interactions

APRIL 1, 2021

Consumers face information overload on a daily basis. How can brands ensure that their communication is increasing loyalty, and not scaring customers away? First, let’s look at the basics of proactive communication. What is proactive communication? Just like with any relationship, communication is a two-way street.

Communication 62

Communication Contact Center Airlines Insurance 62

InMoment XI

JANUARY 16, 2024

By integrating these advanced technologies, these companies aim to streamline customer interaction, automate routine tasks, and optimize their overall operations. Operational Efficiency and Resource Optimization Contact center AI solutions streamline operational workflows by automating repetitive and time-consuming tasks.

Contact Center 260

Contact Center Virtual Agent E Commerce E-support 260

BlueOcean

JULY 20, 2023

Establish the Rules of Engagement: parameters around communication, expectation on timelines and what slippage/remediation might look like. Best Use of Time: Get your technology troubleshooting out of the way before the meeting starts – or build in five minutes at the front of the agenda for things to go wrong. Many (maybe most?)

Contact Center 294

Contact Center Travel 2020 Culture 294

Currency Alliance

JUNE 1, 2020

This isn’t just a casual observation, but a sign of a widespread consumer trend which every loyalty marketer should be thinking about. Consumers are becoming a lot more deliberate in their pursuit of pleasure – but also a lot more deliberate in other spending categories. One year ago, there might have been 2 people in 50.

Loyalty 72

Loyalty Consumers Marketing Loyalty Programs 72

Kitewheel

MARCH 4, 2019

Travel and hospitality companies have a difficult job. But even these leading travel brands can do better. Power reported higher consumer satisfaction than ever – largely due to increased seat sizes and cheaper fares. Power Pre-flight Communications With Real-Time Interaction Management.

Travel 40

Travel Hospitality Customer Journey Airlines 40

C Space

DECEMBER 6, 2021

Five Consumer Forces Shaping Move. In March of 2020, we launched an exploration to understand how people’s lives are changing amidst the new realities thrust upon us by the pandemic, social unrest and evolving technologies. I NEED you to return to work…so I can go to a restaurant, travel, socialize, etc. We need each other.

Consumers 59

Consumers Transportation 2019 Airlines 59

ShepHyken

NOVEMBER 29, 2019

This week we feature an article by Rahul Varshneya whos writes about how technology innovations are continuously improving the customer experience. So, what part does technology play in this? Technology (or the ease of access to it) opens up options for people; they can take their business anywhere they want. .

Technology 131

Technology Blog Customer Experience Social Media 131

CSM Magazine

OCTOBER 6, 2020

reveals his 3-step formula for winning hearts and minds in the quest for consumer trust in the age of AI. We will see technology and in particular Artificial Intelligence (AI) having an even greater role to play in helping organisations to adapt, drive new business and keep people safe and secure. Henry Jinman of EBI.AI

Consumers 52

Consumers Insurance Customer Confidence Automotive 52

Stella Connect

SEPTEMBER 22, 2017

How to Achieve Excellence in Travel Customer Service in 2018. Last year, people traveling to and within the U.S. At the same time, travel customer service will be tested like never before. At the same time, travel customer service will be tested like never before. This is a big challenge for the travel industry.

Travel 40

Travel 2018 Customer Service Contact Center 40

CSM Magazine

DECEMBER 14, 2022

The evolution of technology and consumer expectations has made the notion of 9-5 customer service somewhat outdated, and digital strategies will play a key role in modernising a business’ approach to customer communication and improving the experience.

Call Center 52

Call Center Airlines Travel Consumers 52

ShepHyken

DECEMBER 7, 2023

This week, we feature an article by Niraj Ranjan Rout, Founder and CEO of Hiver , a customer experience platform that helps teams collaborate and communicate across departments. The technological infrastructure of call centers contributes to another growing concern: electronic waste. But energy usage is just one part of the equation.

Call Center 59

Call Center E-support E Commerce Travel 59

Interactions

MARCH 19, 2020

We’ve seen travel bans, the cancellation of public events, and work-from-home mandates. Emergencies of any nature, from natural calamities to epidemics to global political unrest, force us to rethink the fundamental way of doing business and test the limits of our existing infrastructure and technology. Lead with empathy.

Customer Service 96

Customer Service Contact Center Travel Airlines 96

Currency Alliance

MAY 9, 2022

We explain how the technology differs from legacy solutions, and how an API-first approach solves the specific business challenges and enables the marketing goals that it was built to achieve. . The last two are possibilities enabled by such a platform, which would be significantly more difficult with legacy technology.

Loyalty 52

Loyalty Technology Loyalty Programs Multi-Channel 52

TechSee

JUNE 16, 2022

By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. His specialty is exploring the connection between customer service and technology. He also sits on the board of Directors for CSPN. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

TechSee

NOVEMBER 17, 2022

Businesses and consumers alike rely on them to connect, engage and stay productive. As a highly personal communications channel, service providers must respect the user’s privacy when requesting device or account information. Communication Channels. Communications with mobile support teams often occur over chat or email.

Connections 109

Connections User Experience Customers Travel 109

TechSee

FEBRUARY 23, 2021

3G sunsetting is a significant step in the evolution of wireless communication. Old 3G technology is set to become obsolete as manufacturers and MNOs shift towards 4G LTE and 5G. Additionally, the wide service window — caused by unknowns such as travel time — makes for negative CX.

2022 109

2022 Contact Center Exceptional Customer Service Seminar 109

BlueOcean

DECEMBER 13, 2022

Gas, grocery, fashion, technology… and probably more. Salesforce research says consumers like us belong to 4.3 Part of the issue lies in the CRM and communications strategies–they simply aren’t always aligned, which allows inconsistent messaging to customers. That means communicating with integrity, openness, and honesty.

Loyalty Programs 177

Loyalty Programs Loyalty Social Media Rewards Programs 177

Confirmit

MAY 29, 2019

As technology advances, the line between the physical and digital consumer experience is blurring across all industries. In travel and hospitality, vacations are increasingly being booked online or via mobile apps. Leveraging apps to collect consumer data and feedback in real time. Usage and/or transactions. Our Speaker.

Consumers 40

Consumers Insights Webinar Hospitality 40

Confirmit

MAY 16, 2019

Join Us: As technology advances, the line between the physical and digital consumer experience is blurring across all industries. In travel and hospitality, vacations are increasingly being booked online or via mobile apps. Leveraging apps to collect consumer data and feedback in real time. Webinar Details. Register Now.

Consumers 40

Consumers Insights Webinar Hospitality 40

Retently

MARCH 20, 2024

Key Takeaways CATI (Computer Assisted Telephone Interviewing) upgrades traditional phone surveys with modern technology, enabling multilingual support, better respondent management, and direct data entry into a structured database. CATI’s Technological Edge The backbone of a CATI system is its software and hardware.

Connections 78

Connections Insights Feedback Technology 78

Comm100

AUGUST 16, 2019

Mobile phones were intended to allow us to communicate in better and easier ways. So what does this mean for businesses who use the phone as a primary customer communication channel? Simply put, you’re attempting to communicate legitimately on a channel that’s becoming characterized by scams. The shift to digital.

Communication 40

Communication Social Media Contact Center Travel 40

CSM Magazine

MARCH 27, 2024

Intelligent scheduling of engineers is improving operational efficiency and reducing travel times and costs. The customisable workflows and job sheets, all accessible from the BigChange app, are reducing time-consuming paperwork, boosting on site performance and improving communication.

Management 52

Management 2018 2013 Customer Relationship Management 52

Currency Alliance

APRIL 15, 2024

Nobody with $100 in pesos leftover from a recent trip would travel back to Mexico just to spend them, but they might exchange them back into dollars. Many people who travelled regularly (until overseas card payments became the norm) collected coins and banknotes from dozens of different countries, holding them for decades.

Loyalty Programs 52

Loyalty Programs Loyalty Airlines Banking 52

Kustomer

FEBRUARY 25, 2022

Lucky for you, there are now technological aids that can give you a boost in this challenge. Generally speaking, businesses have always interacted with consumers using real people. Consumers often have queries or concerns, and in the past, the only way to deal with them was to have an actual person listen and respond accordingly.

Multi-Channel 105

Multi-Channel E Commerce Omnichannel Touchpoint 105

ShepHyken

MARCH 12, 2021

Technology solutions are the need of the hour. With air travel, in-person meetings and conferences curtailed right now, it is the only way businesses can sail through the pandemic revival stage. Consumer interactions have changed as well. All communication must, instead, take place digitally––even self-service.

B2B 146

B2B E Commerce B2C E-support 146

ShepHyken

DECEMBER 10, 2021

The right technology can help you choreograph a delightful first impression. Self-service knowledge libraries can help customers troubleshoot on their own, while subscriber care agents available on multiple channels can help you meet your customers where they prefer to communicate. Look at the travel industry.

Engagement 79

Engagement Entertainment Loyalty Programs Travel 79

Optimove

DECEMBER 19, 2023

Take your customer segmentation to the next level with our advanced guide Download Now Why it Matters: Having a good email segmentation strategy is instrumental in increasing consumer engagement, ultimately leading to higher conversion rates.

E Commerce 59

E Commerce E-support Download Lifetime Customer 59

inmoment

MARCH 12, 2020

As CX professionals, we help our clients leverage our technology to garner insights they can use to drive business outcomes. Additionally, with business travel shrinking daily, Uber and Lyft drivers are likely to see their income cut, too. This phenomenon is impacting nearly every sector of the economy. We have a few ideas.

Customer Experience 93

Customer Experience Travel Airlines Financial 93

Optimove

DECEMBER 12, 2019

Optimove’s VP of Marketing, Amit Bivas , kicks off PostFunnel Summit with an overview of today’s consumer, marketer, industry and the overarching challenges we’ll be discussing throughout the day. Panel: Deconstructing the Modern Consumer. Modern consumers know what they want, and expect the brand to know it as well.

2020 69

2020 Travel Fashion Competitive Advantage 69

Kustomer

DECEMBER 21, 2021

Lucky for you, there are now technological aids that can give you a boost in this challenge. Generally speaking, businesses have always interacted with consumers using real people. Consumers often have queries or concerns, and in the past, the only way to deal with them was to have an actual person listen and respond accordingly.

Customer Experience 98

Customer Experience Multi-Channel E Commerce Omnichannel 98

TechSee

SEPTEMBER 24, 2019

Sam travels often for business. This article underscores the importance of creating a streamlined and reliable customer experience and explains several technological approaches that can help deliver it. Consumers generally don’t like surprises, with 60% of customers reporting a willingness to churn due to inconsistent experiences.

Customer Experience 150

Customer Experience Hotels Social Media Omnichannel 150

SurveySensum

APRIL 1, 2024

Through strategic efforts that range from forming authentic connections with clients to aligning products with consumer values, startups can position themselves as credible alternatives to the tried-and-tested giants of their industries. Building a reliable brand experience also extends to marketing and communication efforts.

Brands 52

Brands Social Media Feedback Loyalty 52

Call Experts

JULY 27, 2023

Streamlined Operations Customer service call centers have streamlined business operations by leveraging advanced technologies, automation, and integrated systems. Travel and Hospitality The travel and hospitality industry relies on call centers to handle reservations, customer inquiries, flight changes, hotel bookings, and travel assistance.

Call Center 52

Call Center Customer Service E Commerce E-support 52

CSM Magazine

SEPTEMBER 29, 2022

“The increase in calls around price cap announcements clearly reflects consumers’ anxiety around the price hikes. Reduce Average Call Handling Times : organisations need to ensure that disgruntled consumers can get the support they need as quickly as possible.

Average Handle Time 52

Average Handle Time 2011 Telecommunications Automotive 52

Kustomer

JULY 22, 2020

Read on to learn what customers expect, and how to deliver with smart strategies and smarter technology. Here is what consumers expect from brands during the upcoming holiday season. Between normal day-to-day life, holiday celebrations, traveling and gift buying, consumers don’t want more of their time taken up by customer service.

Omnichannel 64

Omnichannel E-support Banking Customer Expectations 64