ShepHyken

JANUARY 19, 2021

5-Star CX of the Future. They discuss how next-generation chatbots and automation technology allow brands to deliver concierge-like experiences for consumers. It’s a myth that automation (via chatbots and workflows) and great customer experience (highly personalized, intelligent, on-brand, human agents) are mutually exclusive.

Omnichannel 80

Omnichannel Technology Consumers Brands 80

Uniphore

JUNE 10, 2021

When the whole world went remote, people started calling in in record numbers, forcing businesses to reassess their customer service game. Our solution: educate centers on the power of automation and empower agents to use technology to their advantage. We also learned where automation can make the biggest impact.

Call Center 98

Call Center Contact Center Webinar 2021 98

Kustomer

APRIL 14, 2022

With little research, the modern consumer can find the exact information to answer their questions about products and services, as well as the brands that supply them. Self-Service Tools. Self-service tools put the power of troubleshooting back into the customers’ hands. Self-Service Tools.

Brands 98

Brands Social Media Feedback Consumers 98

TechSee

DECEMBER 31, 2019

Data shows that organizations which excel in CX outpace laggards on the S&P 500 index by almost 80%. Their customers are more likely to make repeat purchases, to try additional products or services, and to recommend the brand to family and friends. Customer Service will become increasingly AI-driven.

2020 136

2020 Customer Service Contact Center Social Media 136

Interactions

SEPTEMBER 8, 2023

Getting stuck in a loop or being misunderstood by an automated customer care system brings out the worst in humanity. Thankfully, customer service tools have advanced in recent years, and AI is accelerating the change. If recordings were published, your grandmother would surely blush! We play nice with others. Guess what?

Interaction 62

Interaction Customer Service Contact Center Multi-Channel 62

Kustomer

DECEMBER 29, 2020

It was a year of success for Kustomer, with immense product developments, award wins and acquisitions, but customer service was also more important than ever before. The new way of working that 2020 forced upon CX teams will have lingering effects, and consumers are now used to doing business in a whole new way.

2020 105

2020 E Commerce 2021 Consumers 105

COPC

JUNE 9, 2023

Artificial intelligence (AI) is rapidly transforming the customer experience (CX) industry, offering businesses new opportunities to enhance their operations. By embracing these strategies, your business can maximize the benefits of AI and thrive in the rapidly evolving CX landscape. Nexcom A/S and COPC Inc.

Customer Experience 114

Customer Experience Customer Journey Insights Technology 114

TechSee

FEBRUARY 19, 2019

This year’s theme, “Intelligent Connectivity,” focuses on highly contextualized and personalized experiences , delivered when and where customers want them. Mark your calendars with these “can’t miss” sessions and exhibitors and prepare to witness the future of mobile self-service technology. What’s on the agenda? 11:00 – 12:10.

2019 95

2019 Innovation Telecommunications Events 95

Kustomer

JULY 18, 2022

With 72% of consumers expecting their problems to be solved instantly upon contacting customer service, you need a CRM that can keep pace with increasingly complex consumer preferences. The demand for automation and self-service options in customer service is significant. Features of a Modern CRM and Chatbots.

Connections 98

Connections Multi-Channel Social Media Measurement 98

Think Customers

NOVEMBER 22, 2022

In 2023 it’s time for a more thoughtful and proactive approach to customer experience (CX) and employee experience (EX). It enables quicker and better customer experiences, allows associates to service multiple customers concurrently, reduces wait times, and drives more conversions – all while reducing costs.

2023 52

2023 Contact Center Employee Experience ROI 52

Kustomer

JANUARY 7, 2024

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. Completely unacceptable.”

2024 97

2024 E Commerce E-support Social Media 97

Talkdesk

SEPTEMBER 9, 2020

Self-service in customer support is not just a trend anymore, it’s here to stay. This tendency, coupled with increasingly mature artificial intelligence (AI) technologies, has raised attention to the role and impact of virtual agents in contact centers and customer experience (CX). What is a virtual agent?

Virtual Agent 65

Virtual Agent Contact Center Download Customer Journey 65

SurveySparrow

JULY 23, 2023

In this story, the hero is the customer, and the quest is for an exceptional customer experience (CX). It’s a world where businesses don’t just sell products or services; they create memorable experiences, build lasting relationships, and go above and beyond to make their customers feel valued.

2023 52

2023 Customer Experience Omnichannel Loyalty Programs 52

Think Customers

OCTOBER 4, 2021

Chatbot and messaging capabilities are the essential tools needed to provide this 24/7, personalized customer service. Chatbots and messaging each serve a vital role in the overall customer journey, and contact centers need to know when is the right moment to deploy an automated or human response. Chatbot CX wins.

White Paper 52

White Paper Contact Center Omnichannel Average Handle Time 52

CSM Magazine

MARCH 20, 2024

With the advent of advanced technology, the marketplace is witnessing the emergence of machine customers: non-human entities that autonomously engage in transactions much like humans do, from purchasing goods to utilizing services.

Transportation 52

Transportation 2030 Automotive Entertainment 52

BirdEye

OCTOBER 11, 2023

Clients are more likely to recommend a company that can guide them in choosing the right insurance product for them and their families. Customer experience is much more than just a buzzword, especially in the insurance industry. And that is why it is time to understand the factors contributing to customer experience in the insurance industry.

Insurance 111

Insurance Customer Experience Social Media Omnichannel 111

CSM Magazine

DECEMBER 21, 2021

These double-edged customer expectations also present a unique opportunity to empower agents and enhance CX. It empowers agents with the context and background to deliver service that empathises with a customer’s experience and anticipates their future needs. The technology tug-of-war. Same objectives, same challenges.

Technology 59

Technology Average Handle Time Omnichannel Blog 59

CSM Magazine

JULY 26, 2023

UK analyst for the contact centre and CX industry ContactBabel in its 2023 Decision Makers Guide discovered a ‘very wide spread of attrition rates across the industry with 22% of respondents having to deal with attrition rates of over 30% compared to only 16% in 2020.’

2023 52

2023 2022 Customer Centricity 2020 52

Kustomer

JUNE 30, 2022

In fact, according to Kustomer research , 85% of consumers think customer service should be faster. Proactive support on the other hand empowers brands and CX teams to offer resources and support in anticipation of potential issues and questions, attempting to solve the problem long before the customer reaches out.

E-support 95

E-support E Commerce Social Media Loyalty 95

Interactions

NOVEMBER 21, 2022

Here’s our best practices when it comes to achieving financial stability with CX agility. It’s not just being able to ramp up when more customers need help, such as during peak seasons, but also about being able to keep CX steady with a reduced workforce. For example, our client Vistra reached their payback goals in just 40 days.

Financial 62

Financial Customer Journey Mapping Contact Center Customer Journey 62

Uniphore

AUGUST 6, 2021

While self-service could relieve some of the pressure to agents, it couldn’t keep pace with the flood of complex calls. In fact, Gartner estimates that of the 70 percent of customers who attempt self-service during their resolution journey, only 9 percent of calls are resolved through that channel alone. Download eBook.

Contact Center 98

Contact Center Call Center Social Media Multi-Channel 98

Talkdesk

DECEMBER 23, 2020

Proactive outreach, AI, automation, predictive routing and calling will be essential for reaching out to the most vulnerable small business clients. COVID-19 is raging throughout the world and the United States is one of the hardest-hit countries, surpassing 325,000 deaths (approximately 1% of the U.S. innovation and competitiveness.

Banking 126

Banking Contact Center Insurance Omnichannel 126

Kustomer

JULY 28, 2022

In recent years, the idea of customer service has undergone a transformation. As a result of this evolution, brands need to consider that the understood concept of customer service is no longer enough to create lasting, emotional connections with their customers. A good product or service isn’t making the cut on its own.

Customer Experience 105

Customer Experience E Commerce E-support Social Media 105

Think Customers

JANUARY 18, 2022

Customer service interactions can quickly evolve, requiring different channels and tools. An IVR is an automated phone system technology that allows incoming callers to access information via a selected prompt of prerecorded messages without having to speak to an associate. What is an IVR? What is a chatbot?

Contact Center 52

Contact Center Average Handle Time Customer Satisfaction 2022 52

Eptica

DECEMBER 11, 2019

Date: Wednesday, December 11, 2019 Author: Pauline Ashenden - Marketing Manager Taking stock of customer service in 2019. Author: Pauline Ashenden - Marketing Manager As the end of the year approaches, now is the perfect time to evaluate how the customer service sector has performed in 2019. Published on: December 11, 2019.

2019 75

2019 Customer Service Social Media NPS 75

TechSee

JUNE 25, 2019

Artificial intelligence (AI) – the science that deals with the creation of human-like learning and reasoning capabilities – has been catapulted into the spotlight in recent years. A Tata Consultancy Services survey found that 31.7% A Tata Consultancy Services survey found that 31.7% Customer-facing AI technologies.

Technology 122

Technology Customer Service Contact Center Call Center 122

Lumoa

JANUARY 9, 2018

CX transformation is no longer a nice-to-have, it's a necessity” – concludes Forrester , one of the most influential research and advisory firms in the world. We were curious to know what CX professionals should pay attention in the coming year and asked the leading CX experts for their opinion. How to overcome those challenges?

2018 141

2018 Customer Experience Competitive Advantage 2017 141

Uniphore

JULY 21, 2021

Gartner’s newest customer service report “Delivering Relevant Content and Knowledge to Customers Is Key to Great Customer Service” focuses on just these dilemmas. According to Gartner, customer service leaders should focus on these seven knowledge management best practices for improved customer service.

Customer Service 52

Customer Service Management Contact Center Social Media 52

CSM Magazine

JUNE 16, 2022

Concerns over security and fraud, cited by 1 in 3 contact centres to be the greatest hurdle also inhibit adoption of remote working – especially in the financial services sector. Blend new technologies with tried and tested favourites to refresh your contact centre. The pros and cons of remote and hybrid work.

Connections 52

Connections Download Financial Insights 52

Ecrion

JANUARY 28, 2020

Satisfied customers are willing to spend up to 16 percent more on a company’s products and services. Virtual reality, live streaming, and automation have shaped customer communication in 2019. AI Is Shaping Customer Service. Artificial intelligence (AI) is going stronger than ever before.

Communication 71

Communication 2020 Fashion Customers 71

Think Customers

SEPTEMBER 3, 2020

So, imagine if you could get a clear view of your current customer experience across all channels and touchpoints for each customer journey, and a digital strategy that differentiates your CX from competitors through its effortless and proactive design. Rethink contact centers as ‘customer’ centers.

Customer Experience 59

Customer Experience Contact Center Customer Journey Omnichannel 59

NICE inContact

AUGUST 1, 2019

Because progressive leaders understand a new CX strategy can transform corporate culture; turn customers into advocates; and boost revenue. This is critical, because unhappy customers inflict a high price, they: Result in fewer, or no, repeat sales Cost more to service – more time, resources and escalated calls.

Contact Center 60

Contact Center Omnichannel Loyalty Programs Social Media 60

CSM Magazine

FEBRUARY 9, 2021

Property companies will continue to focus on customer service as a differentiator. . takes a look at how to improve customer experience (CX) using conversational Artificial Intelligence (AI) and virtual assistants. . Through automation and machine learning, Artificial Intelligence (AI) combines efficiency with empathy.

Marketing 59

Marketing Competitive Advantage Automotive Transportation 59

TechSee

AUGUST 14, 2018

This article underlines the value of DSS in customer service and focuses on the potential computer vision brings to call/chat centers, where providing a positive customer experience (CX) at scale is critical to success in the current competitive business climate. Current state of DSS in contact centers.

Contact Center 95

Contact Center Average Handle Time Virtual Agent Call Center 95

Alida

SEPTEMBER 22, 2016

Earlier this week, more than 400 professionals in marketing, customer experience, innovation and research gathered in Chicago for the 2016 Customer Intelligence Summit. The two-day annual conference featured keynotes and presentations by some of the world’s leading customer-centric brands. Eliza (@eliza_jacobs) September 20, 2016.

2016 267

2016 Innovation Marketing Insights 267

TechSee

MARCH 19, 2018

Companies are increasingly turning to artificial intelligence (AI)-powered contact center solutions to meet consumers’ growing demand for better CX, reduce costs and alleviate pressure on agents. In customer service, it helps the computer see the problem, as a true virtual technician.

Call Center 84

Call Center White Paper Contact Center Customer Care 84

Solvvy

JANUARY 7, 2020

Sophisticated companies today are using customers’ personal data to develop personalized, omnichannel customer service interactions that resolve questions and customer support issues quickly at every touchpoint. . How can you improve your customer interaction management with the support of artificial intelligence?

Interaction 48

Interaction Omnichannel Touchpoint Customer Satisfaction 48