Sat.Jan 06, 2024 - Fri.Jan 12, 2024

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Using Omnichannel Contact Center to Drive Customer Satisfaction

InMoment XI

Contact centers are not new by any means. As a matter of fact, the first employed call center agents date back to the 1950s. But, these agents only made and received phone calls. It wasn’t until the turn of the century that these call centers evolved into multichannel contact centers. However, even these are quickly becoming obsolete. The future of the contact center lies in the omnichannel contact center.

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[Experience Action Podcast] What is the Value of Customer Feedback?

Experience Investigators by 360Connext

Ever wondered why negative customer feedback, as prickly as it can be, might actually be the secret weapon to your business’s success? In this episode, our host, Jeannie Walters, peels back the layers of this complex but vital aspect of customer experience management. We dive into the heart of the matter, debunking the myth that only positive feedback should get the spotlight.

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A Guide to Choosing the Right Text Analysis Software for Your Business

Lumoa

So, you’re eyeing growth and a healthy ROI for your business, right? I’m guessing that’s a big ‘yes.’ It’s a common goal, after all. 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).

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Discover the 7 Powerful Rules that Will Transform Your Customers’ Habits

Beyond Philosophy

I buy everything on Amazon. Suppose I want something; that is where I go first. Not only that, it’s usually the only place I go. It’s habitual, and breaking it would be difficult for anyone. But not impossible. Today, let’s look at seven ways you can change habits to improve your return on investment. Before we launch into that, let’s review what is happening with habits at a psychological level.

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11 Tips to Drive Learning Content Consumption

Elevate your member education initiatives This eBook will explore: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? You’ll discover why measuring content consumption is pivotal for program success and explore effective tactics to boost overall engagement.

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Common Mistakes Businesses Make When Evaluating & Improving Customer Experience

customer sure

These are the most common pitfalls we’ve witnessed from organisations when they’re evaluating and improving customer experience. Neglecting Customer Feedback One of the most common mistakes businesses make is disregarding customer feedback. Some companies fail to actively seek and listen to what their customers have to say, missing out on valuable insights that can inform decision-making.

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3 key takeaways from Innovation Day to carry into 2024

Alida

Imagine yourself at this time next year. Your insights program is humming along like a precision engine. New products are exceeding their targets after being shaped and named by studies you ran. Leadership recognizes your team for saving money, improving customer satisfaction, and helping to set the company’s direction.

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Top 8 Zendesk Features Teardown: Advantages & Disadvantages

Kustomer

Zendesk is still a dominant player in the customer support solutions market — most commonly compared against Kustomer, Freshdesk, Gorgias, Intercom and several other alternatives. Zendesk is best known for its ticketing system, automation features, and integrations, making it a fan favorite for thousands of SMBs globally. While Zendesk Suite provides seemingly everything you need from a help desk software, it does come with some hefty drawbacks.

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Three Customer Service Lessons from a World Traveler?

ShepHyken

I’m always looking for good customer service stories that teach or remind us about creating an amazing customer experience. I experienced something worth sharing recently, and we can take at least three lessons from it. I booked an international trip for a speaking engagement. On the day of departure, I was dropped off at the airport and went directly to the ticket counter.

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Thriving Senior Living: Mastering Reputation Management Strategies

InMoment XI

Guiding a loved one through the customer journey of senior living is an intimately personal and emotional endeavor. At the heart of it; senior care is more than finding a place for a loved one to reside. It’s about fostering a community steeped in care, safety, comfort, and boundless joy. In this context, maintaining a sterling reputation in the realm of senior living becomes pivotal—it’s the bridge aligning with the aspirations of those seeking unparalleled care for their cherished

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Guide to Business Writing

Everything you need to know about better business writing in one place. This is a complete guide to business writing — from a clear business writing definition to tips on how to hone your business writing skills.

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KeyBank’s Obsession over Client Experience Sends their NPS and CSAT Scores Soaring

The DiJulius Group

Cleveland, OH-based KeyBank has earned the distinction of Customer Experience Organization of the year, awarded on Oct. 12, 2023, at the 15th annual Customer Service Revolution Conference. Past winners include Starbucks, Chick-fil-A and NewDay USA. KeyBank Branch & Contact Center Leaders KeyBank planned to enhance its already successful customer experience culture in January 2022 when.

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12 Best Intercom Alternatives & Competitors Heading Into 2024

Kustomer

Intercom has earned a respectable brand name as an AI-powered messaging and help desk system. And we give them a lot of credit — over the years, Intercom has evolved into an innovative customer service software with all the bells and whistles, offering best in class tools like real-time chat support, proactive messaging, guided product tours, resolution bot, omnichannel support and tons of integrations.

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How AI Will Transform Customer Support

ShepHyken

This episode of  Amazing Business Radio with Shep Hyken  answers the following questions and more:    How does AI play a role in streamlining repetitive tasks? What types of customer support tickets can be automated with the help of AI? How are large companies incorporating AI into their customer support platforms? What is the impact of AI automating simpler customer support tasks?

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Mastercard Leads the Charge in Customer Experience

COPC

Interview with Lance Gruner, Executive Vice President of Mastercard Global Customer Care Mastercard recently achieved certification to the COPC Customer Experience (CX) Standard for Customer Operations , a first for a Fortune 500 company. This achievement, which includes its business-to-consumer locations in the United States and Australia, marks a pivotal moment in Mastercard’s ongoing commitment to customer service excellence.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

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Again, about how CS is NOT CX

Zeisler Consulting

It’d be a little melodramatic (not beyond me, mind you) to call it the bane of my existence , but yes it’s a bit of a task that complicates my days: Explaining, when I say I’m “in CX” or that I “do CX” that, no, I’m not a ‘contact center guy.’ I don’t do Customer Support or Service. I’m not in “Customer Care” or whatnot. There’s always a bit of a word-shuffle differentiating that, well, yes, all those things are part of a Customer’s Experience, and yes, they do play a huge—and important—part

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Neil Hoyne, Renowned Customer Analytics Expert and Best-Selling Author to Keynote Optimove’s Connect Conference, March 20-21 in London

Optimove

Renowned customer analytics expert and best-selling author of “Converted: The Data-Driven Way to Win Customers’ Hearts,” Neil Hoyne, will deliver the keynote address at Optimove Connect titled The Data-Driven Way to Win Customers’ Hearts. As one of the foremost authorities on customer relationship marketing, as well as a Senior Fellow at the Wharton School and Chief Strategist at Google, Hoyne will share valuable insights and practical tips with top marketers during the c

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How To Find The Right Balance Between Fraud And The Customers Experience

Beyond Philosophy

Per Statista , the amount of e-commerce losses to online payment fraud in 2022 since 2020 is $41 billion. If you think that is bad, get this: it’s supposed to rise to $48 billion by the end of this year. But wait, there’s more. Messente , a dedicated business messaging platform, notes the surge in package delivery scams. TransUnion’s published a study that unveiled a staggering 1500% spike in shipping fraud between 2019 and 2021, likely spurred by the flourishing ecommerce landscape and th

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Insights Utilization Rate Drives Growth Through Customer-Centric Organizations

ClearAction

Insights Utilization Rate Drives Growth Through Customer-Centric Organizations Lynn Hunsaker Customer-centric organizations use experience insights as the basis for each work group’s thinking and actions. ( Centric means aligned : customers’ well-being is the center of every decision). Insights Utilization Rate is a new phrase I’ve coined to represent how well your enterprise is absorbing, adopting, and acting on insights about customers (CX), partners (PX), and employees (EX).

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The Open CCaaS Advantage Report

Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

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Top 5 Customer Service & CX Articles for Week of January 8, 2024

ShepHyken

Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comments about each article and would like to hear what you think too. Deloitte Shares Loyalty Trends and Best Practices for 2024 by Alicia Esposito (Retail TouchPoints) To drive customer retention and loyalty, most brands and retailers continue to rely on purchase discounts (77%) and loyalty program points (61%), according to Retail TouchPoi

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138: Growing Fast While Not Hurting Your Customer Experience

The DiJulius Group

When Michael Caito rolled up his sleeves to launch Restaurants on the Run with just $6,000, he was scripting what would become an entrepreneurial odyssey—a $40 million revenue behemoth that caught Grubhub’s eye. On this episode of The Customer Service Revolution, sit down with us as Michael reveals the inner workings of his success, where. Read Full Article The post 138: Growing Fast While Not Hurting Your Customer Experience appeared first on The DiJulius Group.

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A History of Customer Support Technology

Team Support

There are more ways than ever for customers to get in touch with tech support. Ever wonder what customer service looked like 50 or 60 years ago? It certainly wasn’t as accessible or intuitive as it is today. Here’s a look back at how customer support technologies evolved over the last century, and a peak at where they’re going next. 1960s-1970s: Emergence of Call Centers The concept of providing on-demand customer support began with call centers in the 1960s.

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Best Practices for Continuous Performance Testing

Cyara

When it comes to customer experience (CX) in the contact center, performance is everything. Whether it’s a dropped call, an extended wait time, or a frustrating handoff across channels, customers will remember these bad experiences.

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Revolutionizing Contact Centers: Next-Gen Tech for Enhanced CX

Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group

As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX

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Humanizing Customer Feedback: Strategies for Personalized Engagement

SurveySensum

Companies that effectively execute customer experience projects start by concentrating on how they gather and evaluate consumer feedback — Gartner. The traditional metrics for CX’s success in today’s market are changing. The emphasis is now on creating personalized experiences that resonate on a personal level, recognizing each customer’s individuality.

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Workforce Management for Call Centers: What You Need to Know

Playvox

Managing forecasting, scheduling, and agent productivity in a call center is a lot like searching for the fountain of youth. We try different serums and potions, yet somehow wake up with new wrinkles. While we don’t have a roadmap to the proverbial fountain, we can help steer you in the right direction for better call center workforce management (WFM).

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The Role of Efficient Manufacturing in Improving Customer Experience

CSM Magazine

We’ve all been in that frustrating spot of endlessly waiting on a delayed order. Tracking the shipment becomes an obsessive routine. Each passing day without an update slowly morphs excitement into disappointment. I’m sure you’ve vented to friends about the agony of delayed deliveries. But what we customers rarely consider is how these letdowns often start with inefficient manufacturing processes.

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The Importance of Customer Effort Scores

Cyara

Will the company resolve any issues I have quickly and easily? This question is one of customers' primary concerns when first purchasing from a new business. In this blog, we’ll dive into the importance of this and why you should measure and understand your customer effort scores.

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How Intent Data Helps Marketers Convert A-List Accounts

One of the biggest challenges for any B2B marketer is understanding your prospects’ next move — who is most likely to buy and when. Without these insights, marketing campaigns can feel more like guesswork, with high investment and little return. We’re here to tell you there’s a better way. By tracking buyers’ digital footprints and online activity, such as website visits, product reviews, and spikes in content consumption, you can engage prospects with a message that really resonates.