Experience Investigators by 360Connext

FEBRUARY 27, 2024

Discover the transformative power of AI in shaping customer experiences as Maria Villablanca, CEO of the Future Insights Network, joins us to break down the evolving relationship between supply chain management and customer satisfaction. Leave Jeannie a voicemail at askjeannie.vip – and remember to follow her on LinkedIn

2024 143

2024 Leadership Customer Satisfaction Insights 143

TechSee

MARCH 7, 2023

As part of our Women’s History Month and International Women’s Day initiatives, we asked our own TechSee Super Women to highlight some of the amazing leaders in the technology, service, and support industries who inspire them, have helped grow their careers, or simply deserve to be celebrated for being awesome.

2023 207

2023 Contact Center Leadership Hospitality 207

Lumoa

APRIL 28, 2024

Every interaction with your business has the power to build or damage the relationship with your customer – and can directly impact your revenue. 78% of customers have backed out of a purchase due to a poor customer experience (CX). That’s where customer experience platforms come in.

Feedback 83

Feedback Multi-Channel Consulting Social Media 83

COPC

APRIL 1, 2024

The challenge of keeping pace with changing customer expectations looms large. Technological advancements, notably artificial intelligence (AI), fuel customer experience transformation. Companies worldwide are grappling with leveraging technology to enhance the overall customer experience (CX).

Customer Experience 89

Customer Experience Contact Center Technology Banking 89

ShepHyken

MARCH 25, 2024

Each week, I read many customer service and customer experience articles from various resources. According to an article in Craving Tech, organizations that have integrated this new technology into their operations saw a 25% boost in customer satisfaction in 2023. I agree that customers are more demanding than ever.

2024 77

2024 Article Hotels Loyalty Programs 77

TechSee

MARCH 11, 2024

Industry events and news coverage are full of companies offering Generative AI , Conversational AI, chatbots, and AI Agents. As a result, it can be very challenging to assess Conversational AI providers. Chatbots are typically rule-based systems that follow predefined scripts to interact with customers.

Culture 124

Culture Virtual Agent Innovation Technology 124

C3Centricity

DECEMBER 5, 2023

Artificial Intelligence (AI) has become an integral part of our daily lives and has revolutionized how we interact with technology and businesses. This post discusses how to use AI to enhance customer experience with another AI, authentic interactions.

Interaction 90

Interaction Technology Customers Customer Engagement 90

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

Magellan Solutions

JUNE 19, 2023

AI is upon us and is now disrupting many industries, including outsourcing. Education , healthcare , human resources , and even the legal industry are being disrupted by AI. AI is transforming education through personalized learning, task automation, and increased convenience. AI-powered outsourcing is now in the spotlight.

Healthcare 105

Healthcare Call Center Innovation Communication 105

BlueOcean

JANUARY 30, 2024

So, you’ve been handed responsibility for investigating the benefits of potentially outsourcing your company’s customer service for the first time. How do you start to compare your in-house apples to those outsourced oranges? In an outsourced customer care model, you may choose to operate on a transactional or per minute basis.

Contact Center 296

Contact Center Insights Call Center Technology 296

ShepHyken

APRIL 22, 2024

Each week, I read many customer service and customer experience articles from various resources. 4 Ways to Scale up Convenient CX for Modern Customers by NICE (NICE) The easier things are for your customers, the better they are for your organization. It’s time to start driving better customer experiences today.

2024 80

2024 Article Customer Service E Commerce 80

ShepHyken

NOVEMBER 21, 2023

Top Takeaways: Self-service is becoming more than just enabling customers to attempt to resolve their own issues. The lockdown has changed our customers’ perspective on how they want to spend their time. The lockdown has changed our customers’ perspective on how they want to spend their time.

2021 90

2021 Technology Interaction Customer Service 90

Interactions

APRIL 16, 2024

How Can the Bar be Raised to Surpass Customer Expectations? A dedication to understanding your customers ensures that every interaction is personalized and purposeful, alleviating the pain of lengthy wait times and ensuring each conversation is met with effective, personalized assistance.

Customer Care 62

Customer Care Omnichannel Metrics Innovation 62

Lumoa

DECEMBER 19, 2023

Have you ever thought about how some businesses manage to analyze thousands of customer reviews and feedback quickly? The secret lies in the capabilities of AI and its proficiency in conducting sentiment analysis. Customer feedback is a precious resource for understanding what’s effective and what needs improvement.

Social Media 83

Social Media Feedback Banking Automotive 83

ShepHyken

MARCH 18, 2024

Each week, I read many customer service and customer experience articles from various resources. by Dan Gingiss (Dan Gingiss) Today, your customers compare you to every customer experience they have with every other brand. It’s grown to include all of the customer experiences your customer has every day.

2024 80

2024 Article Customer Service Government 80

CSM Magazine

FEBRUARY 6, 2024

AI-powered chatbots have made significant progress in customer service over the years. Although digital customer service solutions can be quick and efficient, they often offer generic and automated responses that are not personalised to individual customers.

Customer Service Representative 98

Customer Service Representative Customer Service 2013 Exceptional Customer Service 98

Kustomer

MARCH 28, 2024

In the heart of every revolution lies a symbol of change—a beacon that guides us forward, embodying our aspirations, our dreams, and our journey. For Kustomer, that symbol has always been more than just a logo; it’s a statement, a promise, a commitment to excellence in customer service.

Exceptional Customer Service 95

Exceptional Customer Service Innovation Connections Customer Service 95

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 110

Document Brands Technology Consumers 110

BirdEye

SEPTEMBER 14, 2023

You might be nervous about adopting artificial intelligence (AI) within your business model. Rapid development in AI technology gives small businesses all kinds of solutions that can improve operations in a big way. AI for small businesses enhances customer experiences, reduces operational costs, and increases production.

Financial 110

Financial Social Media Consumers Insights 110

ChurnZero

APRIL 1, 2024

AI is changing just about everything within the SaaS and technology space. What was once time-consuming and tedious is becoming streamlined and automated, with customer success teams better able to manage their customers proactively. AI is here to stay and it will continue to make the lives of CSMs easier as it matures.

Customer Journey Mapping 76

Customer Journey Mapping Customer Journey Social Media 2023 76

TechSee

MARCH 2, 2023

With new AI capabilities and compelling use cases being demonstrated daily, the service industry looks forward to a new generation of AI providers that answer their needs for high-quality service automation. Can you customize the AI technology to meet the specific needs of our business and industry?

Roadmap 109

Roadmap ROI Technology Customer Success 109

Beyond Philosophy

DECEMBER 7, 2023

To that end, Tom Martin , CEO at Glance has submitted one, and here’s what he had to say: Let me begin with my gratitude, thanking Tom for his exciting viewpoint. He had a lot of interesting insights in terms of the interface between AI and human employees. However, I disagree; fewer people work in Customer Experience these days.

2024 89

2024 Customer Experience Workshop Call Center 89

Magellan Solutions

AUGUST 23, 2023

The marketing landscape is changing due to the evolution of Artificial Intelligence (AI). AI has transformed marketing strategies and is a powerful tool. AI marketing tools are shaping the future of marketing. Initially, AI simplified tasks such as email marketing and social media scheduling.

Marketing 98

Marketing Social Media Advertising ROI 98

TechSee

SEPTEMBER 29, 2020

Contact center leadership must think strategically and find sustainable call center cost reduction strategies that do not compromise the quality and efficiency of the brand’s service. Volume – rapidly address the most common issues that drive most inbound customer contacts. Slash inbound inquiries with self-service.

Call Center 196

Call Center Contact Center Average Handle Time Measurement 196

Win the Customer

DECEMBER 13, 2023

In recent years, the integration of Artificial Intelligence (AI) in customer experience has revolutionized how businesses interact with their clientele. From personalized recommendations to predictive analytics, AI has reshaped the landscape, generating both winners and losers in this evolving domain.

Customer Experience 69

Customer Experience Innovation Government Consumers 69

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. One thing I appreciate about Mead is how his opinions make me think.

Airlines 89

Airlines Call Center Interaction Information 89

COPC

FEBRUARY 15, 2024

BACKGROUND The COPC Standards Committee is a group of industry leaders composed of the largest buyers and providers of customer experience (CX) operational services, including contact center support. Lastly, it announces the establishment of subcommittees dedicated to continuously evaluating AI utilization.

Contact Center 52

Contact Center Metrics Definition Call Center 52

Magellan Solutions

JUNE 23, 2023

With its remarkable powers to automate tasks, crunch data, and imitate human intellect, AI has come full circle. Traditional outsourcing methods are undergoing a radical transformation because of AI. It has helped companies increase their production, efficiency, and cost-effectiveness.

Competitive Advantage 98

Competitive Advantage Innovation Customer Satisfaction Technology 98

Retently

APRIL 5, 2024

What sets an exceptional retail customer experience apart? Because in a market brimming with choices, the way customers feel about your business can set you apart. A memorable retail customer experience leads to higher satisfaction, repeat business, and word-of-mouth recommendations. Why does this matter so much?

Retail 78

Retail Engagement Customer Experience Loyalty Programs 78

Comm100

DECEMBER 12, 2023

We all know that the world of customer service and support is constantly on the move. This blog will delve into the top four customer service trends that are expected to take center stage in 2024. It’s worth noting that these AI advancements do pose challenges too.

2024 78

2024 Innovation Customer Service Omnichannel 78

CSM Magazine

APRIL 22, 2024

Explore key trends in online gambling customer service, including AI integration, personalization, and enhanced security, shaping the future of player satisfaction and loyalty. By analyzing this data, operators can customize their interactions with customers.

Customer Service 52

Customer Service User Experience Touchpoint Competitive Advantage 52

Kustomer

JULY 6, 2023

The workforce is rapidly changing. As CMO of Kustomer, I have shadowed many customer service agents, doing hundreds of ride-alongs and stakeholder interviews, many of them with individuals from this rising generation. Work is the one area where customer service agents do not get much support from AI.

Customer Service 98

Customer Service 2025 Information Customers 98

ShepHyken

FEBRUARY 25, 2024

Each week, I read many customer service and customer experience articles from various resources. 4 Reasons Why Your Customer Service Is About to Get a Whole Lot Better in 2024 by Mike Murchison (Entrepreneur) When it comes to AI and customer service, we’re going to see a virtuous cycle in 2024.

2024 61

2024 Article Customer Service Average Handle Time 61

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! My Comment: I’ve written about the difference between customer service and customer experience in the past. It’s not a department.

2024 61

2024 Article Customer Service Net Promoter Score 61

Lumoa

FEBRUARY 14, 2024

The internet has no shortage of platforms for consumers to share their unfiltered opinions about businesses. From social media posts to Google and Yelp reviews, every buyer can recount their customer experience with your company to a global audience. This is because CX involves many factors that are outside your direct control.

Customer Experience 83

Customer Experience 2024 Multi-Channel Social Media 83

Playvox

FEBRUARY 27, 2024

In a buyer’s market, customers have choices and can take their business elsewhere should they receive less-than-optimal products, service, and support. How do you keep your best employees engaged, motivated, and empowered? How do you keep your best employees engaged, motivated, and empowered? Attract new talent?

Engagement 73

Engagement Contact Center Culture Metrics 73

Interactions

MARCH 28, 2024

Is it possible to navigate the strategic crossroads between pursuing quick wins and aiming for game-changing nirvana? There’s a strategic dilemma of opting for low-hanging fruit to establish credibility and the need to deliver immediate results versus investing in experimental, game-changing advancements for long-term success.

Contact Center 62

Contact Center Innovation Consumers Interaction 62