Comm100

SEPTEMBER 26, 2023

71% of consumers expect companies to deliver personalized interactions, according to the latest McKinsey & Co. 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 72

Omnichannel Customer Service Customers Touchpoint 72

Comm100

MARCH 13, 2023

However, what hasn’t been so clear is student receptiveness to these chatbots – until now. This blog will reveal students’ opinions on chatbots, how open they are to receiving them, and the support expectations they hold of prospective schools. You can download the survey results for free below. Read more Report 1.

Social Media 78

Social Media Communication Download 2020 78

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. ’ It’s a common goal, after all.

Social Media 157

Social Media Feedback User Experience Insights 157

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. As we become more connected, technology becomes the central driving force that keeps people and things connected.

Contact Center 78

Contact Center Customer Journey Mapping Innovation Technology 78

Beyond Philosophy

FEBRUARY 20, 2020

We recently learned about the inventor of the hashtag Chris Messina’s concept of Conversational Commerce and how it has changed the way brands interact with their customer on social media platforms. Today we will learn about how this relationship will continue to evolve as we move into a new year and a new decade. .

Innovation 162

Innovation Social Media Technology Brands 162

SurveySparrow

JANUARY 29, 2024

Can you use AI for surveys, you ask? Well, you needn’t imagine much because AI surveys are the new big thing in the market! This blog will focus on four types of AI survey questions that will help you get precise customer data. And it’s a paradigm shift in how we collect and analyze data.

NPS 52

NPS Customers Information Demo 52

ShepHyken

NOVEMBER 15, 2019

This week we feature an article by Nogol Tardugno who tells us how to get our contact center interactive voice response (IVR) to deliver the best customer experience. But what about ways a cloud IVR could achieve the cliché and “delight” your customers — or, dare we say, even surprise them? Get Straight to the Point.

Blog 96

Blog Customer Experience Contact Center Interaction 96

Ascribe

MAY 6, 2024

As sociologist Anne Karpf writes in The Guardian , “So many organizations now want our feedback that if we acceded to them all, it would turn into a full-time job – unpaid, of course. … The result is that I’m suffering from feedback fatigue and have decided to go on a feedback strike.” It was only two questions long.

Hotels 52

Hotels Customer Satisfaction Feedback Sports 52

BirdEye

OCTOBER 25, 2023

This blog post gives you an overview of a panel discussion on mastering online listings for your business. Birdeye’s AI tool can help businesses generate SEO-friendly business descriptions to elevate their search rankings. A top emerging SEO trend is the advent of AI. Visibility is the cornerstone of business growth and success.

Marketing 104

Marketing Information Webinar Consumers 104

ChurnZero

MARCH 10, 2023

Are you interested in using AI to make your Customer Success job easier? By the end of this post, you’ll have the confidence and knowledge to create effective CS AI prompts. It was a team effort (strong prompts and follow-up instructions on our end, quick and accurate copy on CS AI’s end) and included some minor editing tweaks.

Customer Success 98

Customer Success Blog Customers Feedback 98

Beyond Philosophy

MARCH 19, 2020

We encourage clients to research their customers all the time. Late last year, we decided to take our advice and study our customers and prospective customers, and well, anyone. Some of the research told us what we expected to hear, but some of the revelations might surprise you. You All Want Growth.

Net Promoter Score 191

Net Promoter Score ROI Customer Experience Professionals Return on Investment 191

ShepHyken

DECEMBER 14, 2020

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. What intrigued me about this set of predictions were the first two. ” Ouch!

2020 140

2020 Article Customer Service 2021 140

ShepHyken

DECEMBER 13, 2019

This week we feature an article by Darcy Alexander who shares a checklist to guide us through the process of selecting the best CX vendors for our customer experience initiatives. A world in which service provision is expected without interruption at any point and the customer experience is expected to be delivered seamlessly and intuitively.

Blog 101

Blog Demo Competitive Advantage Insurance 101

BirdEye

OCTOBER 19, 2023

This statistic underscores the immense importance and competitiveness of this platform for all local businesses, especially those operating from multiple locations. To address these issues, this blog post delves into a panel discussion that Birdeye had with Google experts, Ben Fisher and Steve Wiideman.

Social Media 57

Social Media Books Consulting Information 57

SurveySparrow

JULY 4, 2023

Ever wondered what the future of AI in marketing automation holds? Will it transform how we interact with our audience and spur business expansion? The answer lies in the revolutionary advancements of Artificial Intelligence (AI). But what exactly does AI-driven personalization entail?

Marketing 52

Marketing Social Media Return on Investment Insights 52

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

Kustomer

JANUARY 7, 2021

He says, “I see the people have a very high expectation and a short fuse. And so what that means is that they will give you the data or they accept that you’re going to take the data, but by golly, you had better make it worthwhile.” There are some really good tools out there. Integration of AI into CX Operations.

Customer Experience 88

Customer Experience Advertising Customers Brands 88

ChurnZero

MARCH 10, 2023

Are you interested in using AI to make your Customer Success job easier? By the end of this post, you’ll have the confidence and knowledge to create effective CS AI prompts. It was a team effort (strong prompts and follow-up instructions on our end, quick and accurate copy on CS AI’s end) and included some minor editing tweaks.

Customer Success 75

Customer Success Blog Customers Feedback 75

Lumoa

JANUARY 9, 2018

We were curious to know what CX professionals should pay attention in the coming year and asked the leading CX experts for their opinion. 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

Gainsight

MARCH 1, 2024

As we stand at the cusp of technological advancements and evolving consumer expectations, it’s imperative to glean insights from those at the forefront of driving CS forward. In this blog, we asked four remarkable female leaders in CS about their predictions and foresight into the future of this pivotal field.

Customer Success 59

Customer Success Chief Customer Officer 2002 2014 59

Beyond Philosophy

DECEMBER 31, 2019

Here we go, beginning of 2020 and a whole new decade. It is essential to reflect where we have been and where we want to go at this time of year. In January 2019, two reports struck me, one from Nunwood and one from Forrester. Customer Experience was not showing the expected returns. Ideas also get trendy.

2020 152

2020 Customer Experience 2002 Consulting 152

CSM Magazine

MARCH 16, 2023

There is an infinite amount of data in contact centres but what does it really tell us? Jim Davies of Calabrio believes that educated insights are better than wandering around in the unknown and that taking a lead from Pi is the answer. You may be asking what Pi has to do with customer data analytics in contact centres?

Fashion 52

Fashion Insights Interaction Customers 52

BirdEye

OCTOBER 16, 2023

In this blog post, we cover the session – “Growing your agency with Birdeye,” where Jaison Blais – Head of Birdeye Sales, spoke to JD Dammier, Owner of Bizinga and a long-standing customer of Birdeye. We are super excited that you’ve all joined us. We’re super happy to have JD Dammeier with us.

Multi-Channel 62

Multi-Channel Social Media Communication Sales 62

Bold360

DECEMBER 19, 2018

The time where we look back and reflect on the year that was and discuss what we can expect from the year to come. 2018 was the year that AI moved from an experiment for many companies to a critical way that companies engage with employees and customers alike. So what can we expect for 2019?

2019 78

2019 2018 Consumers Employee Experience 78

Kustomer

JANUARY 20, 2022

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast, Gabe Larsen is joined by Jon Picoult , Founder of Watermark Consulting, to learn what it takes to not only impress your customers but to make them obsessed with your brand. Tune in to learn more! Creating Loyalty that Lasts.

ROI 143

ROI Books Customers Definition 143

2020 Research

FEBRUARY 29, 2024

Key Takeaways While AI technology has the potential to enhance the research process, it’s unlikely to replace human respondents entirely. The researcher skillset is expected to undergo significant changes by 2024, with a focus on strategic thinking, creative development, and data quality management.

2024 59

2024 Innovation Leadership Presentation 59

Eptica

APRIL 15, 2020

Date: Wednesday, April 15, 2020 Author: Taoufik Massoussi - Product Manager & Head of AI The importance of listening to customers during COVID-19. Author: Taoufik Massoussi - Product Manager & Head of AI We are clearly going through an unprecedented time of change due to the COVID-19 pandemic, which is disrupting all of our lives.

Net Promoter Score 95

Net Promoter Score NPS 2025 2020 95

CSM Magazine

DECEMBER 14, 2021

Ross Daniels at Calabrio shares 3 winning strategies for meeting complex customer and agent expectations. . These double-edged customer expectations are highlighted in the challenges faced by those on the frontline. 3 ways to embrace double-edged customer expectations. How the CX paradox impacts agent wellbeing.

E Commerce 59

E Commerce Omnichannel E-support Customer Expectations 59

Beyond Philosophy

MAY 15, 2023

What happens when you put ten economists in a room? ” Having lived through many recessions, I have seen time after time what happens. People cut back on what they perceive as the ‘nice to haves’ like training and conferences, and many businesses would include Improvement in their customer experience on this list.

Customer Experience 78

Customer Experience 2023 Innovation Webinar 78

Upstream Works

DECEMBER 16, 2020

Research from McKinsey shows that becoming more customer-centric can lead to improvements of 20-30% in customer satisfaction. Part of that language is the expectation for digital self-service options, like AI-powered chat bots. Part of that language is the expectation for digital self-service options, like AI-powered chat bots.

2021 78

2021 Contact Center Customer Journey Mapping Social Media 78

CSM Magazine

JUNE 24, 2021

In his final blog in the Connected Enterprise series Ross Daniels at Calabrio discusses the role of the contact centre. . In the first two blogs in this series, we set out to define what it really means to be a Connected Enterprise, identifying the top three characteristics that all connected organisations share.

Connections 52

Connections Customer Connectedness Call Recording Omnichannel 52

CSM Magazine

MAY 12, 2021

What does it mean to be a Connected Enterprise and does it really matter? Meeting rapidly changing customer expectations in the new world of remote work demands far higher levels of agility from organisations everywhere – and places an even greater focus on improving customer service.

Connections 64

Connections E-support Social Media Roadmap 64

CSM Magazine

APRIL 20, 2022

That’s the message from Ross Daniels at Calabrio. In our last blog , we asked the question ‘what does wellbeing really mean?’ We shared several coping strategies and introduced the importance of data in promoting wellbeing across the whole organisation. Embrace analytics to boost your wellbeing strategy.

Technology 52

Technology Blog Customer Centricity Download 52

BirdEye

NOVEMBER 7, 2023

Do you know what’s the one thing that is crucial in getting more sales? As customers verify your brand’s reputation on top car review sites , you need to ensure that your email marketing strategy also delivers to meet their expectations. This blog guides you through the steps needed to close more deals for your car business.

Sales 113

Sales Automotive Advertising Demo 113

Comm100

AUGUST 17, 2022

They discussed why and how CX expectations have grown so high, what brands can do to meet these demands, and Shep’s opinion on the future of CX. This blog recaps the best bits from this conversation. And this is a big part of what we do here at my company. I’m excited about that.”.

Airlines 73

Airlines Virtual Agent Omnichannel 2010 73

Uniphore

JANUARY 25, 2022

A blog post from Umesh Sachdev, CEO & Co-founder, Uniphore. However, in artificial intelligence (AI), the feeling is anything but cautious. While the rest of the world was scrambling to course-correct in the wake of the global pandemic, AI was undergoing nothing short of a revolution. Emotion is the Next AI Frontier.

2022 52

2022 Healthcare Banking 2020 52

Comm100

OCTOBER 10, 2022

In this blog, we’ll look at some of the best chatbot examples across industries, revealing how organizations are using automation and the benefits each brings. Thanks to heavy workloads and customers with increasingly high expectations, customer service roles have traditionally seen heavy turnover.

Customer Service 84

Customer Service Customers Technology 2019 84