Uniphore

JUNE 17, 2021

3 Ways to Boost FCR and Reduce Customer Churn With AI & RPA. Few KPIs have a bigger influence on the customer experience than First Call Resolution (FCR). When customers call in with an issue, they expect it to be solved then and there. How to Train and Onboard Agents in 2021.

AI 182

AI Social Media Customer Satisfaction Omnichannel 182

CommBox

JULY 4, 2021

The past few months have caused many business practices to change at a rapid pace, with some of the most noticeable changes occurring in their support and customer experience (CX). This almost instant transformation is largely due to the shift in consumer behavior and customer expectations. Consider the facts….

Artificial Intelligence 98

Artificial Intelligence Start-ups Customer Feedback Innovation 98

Comm100

DECEMBER 2, 2021

In 2021, evolving customer experience trends shook up the financial services industry. Customers demanded digital services to meet their needs, and as organizations rose to the demand, these high customer expectations led to innovative new services. Omnichannel expectation.

Customer Experience 94

Customer Experience Omnichannel Machine Learning CRM 94

CommBox

JANUARY 28, 2024

In 2019, Gartner stated that 91% of organizations plan to deploy AI in self-service within three years. These astonishing numbers drive companies to search for innovative solutions that improve their responsiveness and take customer experience to the next level.

AI 52

AI Customer Service Real Estate B2C 52

Aquire

AUGUST 11, 2021

With 66 percent of businesses saying they’ve seen an increase in requests coming in through digital channels, according to Salesforce, any company — regardless of vertical — stands to benefit from digital customer experience strategies that work. 14 digital customer experience strategies. Create phygital experiences.

Customer Experience 105

Customer Experience Omnichannel AI Social Media 105

Logicalware

JANUARY 25, 2022

So what are the biggest takeaways for contact centres and customer service teams? Analysts say this year will be all about digital-first customer experiences, with virtual assistants and video exploding onto the CX scene. Total Experience. You can read more about Total Experience in our breakout blog here.

Technology 98

Technology Technology Customer Service Artificial Intelligence 98

Lumoa

APRIL 28, 2020

Apps, machine learning, AI and other types of new technology have made it possible for consumers to do almost whatever they want- whenever they want– wherever they want. Digital customer experience is the online experience and the journey your customers go through while interacting with your brand.

Customer Experience 83

Customer Experience Customer Journey Map Omnichannel Machine Learning 83

Shep Hyken

SEPTEMBER 10, 2021

She writes about what customers expect from companies in 2021 and what they actually get. Customers want their concerns resolved swiftly, without having to wait in line or being handed from one executive to another. . In this post, we shall compare five customer expectations in 2021 to their reality.

Customer Experience 90

Customer Experience Artificial Intelligence Customer Expectations Innovation 90

Aquire

JULY 26, 2021

This post is going to spotlight 7 of the top ecommerce technology trends your business should keep an eye on in 2021 and beyond. Customers can get anything at the click of a button, all thanks to the latest available technology. The necessity of omnichannel presence and support. 7 futuristic ecommerce technology trends.

Technology 52

Technology Technology Artificial Intelligence E-commerce 52

Uniphore

DECEMBER 17, 2021

That’s where conversational artificial intelligence (AI) and automation can help. Out of six categories included by Forrester, customer service is the number one driver. 68% of members reporting a positive experience. Understanding Customer Service Challenges for U.S. Scoring an “Ok” Satisfaction Rating Isn’t Enough.

Healthcare 130

Healthcare Contact Center AI Artificial Intelligence 130

Zendesk

APRIL 19, 2021

Companies have put customer service at the top of their priority lists for 2021, and with good reason. 77% of customers say they’re more loyal to businesses that offer top-notch service. But what does great customer service look like these days? Have customer expectations changed? &nbsp. &nbsp.

Customer Service 76

Customer Service Start-ups Customer Expectations Social Media 76

CommBox

SEPTEMBER 20, 2021

In 2019, Gartner stated that 91% of organizations plan to deploy AI in self-service within three years. These astonishing numbers drive companies to search for innovative solutions that improve their responsiveness and take customer experience to the next level. . Commbox Self-Service: Automate Over 50% of Your Customer Service.

AI 96

AI Customer Service B2C Real Estate 96

Uniphore

DECEMBER 7, 2021

customer service to adapt. with some creativity and a lot of data insight, retail customer experience (CX) leaders can overcome many of these holiday season challenges.?Here’s Retail CX Trends in 2021: Holiday Retail Challenges You Can Turn Into Opportunities. Customers liked this shift ?and

Retail 130

Retail CX Omnichannel Artificial Intelligence 130

Aquire

JUNE 1, 2021

Innovative online customer service uses technology to address these evolving expectations and plays a major role in forging the overall customer experience. Personalized experiences. Today’s customers don’t want to just be one of the crowd. The benefits of innovative customer service.

Innovation 52

Innovation Customer Service Omnichannel Finance 52

SurveySensum

NOVEMBER 11, 2021

10 Best Qualtrics Competitors and Alternatives to check out in 2021. Even though Qualtrics is a top-tier management solution that allows you to create and analyze customer and employee surveys, people still try to switch to different Qualtrics competitors. 10 Best Qualtrics Competitors and Alternatives of 2021. The Merger!

Sentiment Analysis 52

Sentiment Analysis Text Analytics Close the Loop Machine Learning 52

CommBox

MAY 26, 2021

To help businesses of all sizes keep up with the instant messaging revolution, WhatsApp Business was launched in 2018 and has positioned itself as a critical player in customer communications, specifically in the past year. Customer communication via WhatsApp is crucial in 2021, and its importance is expected to grow immensely over time.

Omnichannel 98

Omnichannel AI Innovation Start-ups 98

Callminer

FEBRUARY 23, 2021

COVID-19 led to new realizations about how call centers need to operate, including a shift to remote work , system-wide stressors and important shifts in customer experience and service expectations among consumers. New Challenges for Call Centers in 2021. Keep reading to see what is on the radar for 2021. That’s a given.

Technology 376

Technology Technology E-commerce Contact Center 376

Aquire

NOVEMBER 17, 2021

Customer experience has become the ultimate competitive advantage. The customer experience battleground. The customer experience battleground. Creating good customer experiences (CX) is top of mind for most companies. percent annually from 2021 to 2028. Not necessarily.

Retail 98

Retail B2C Customer Experience Omnichannel 98

CommBox

JANUARY 4, 2022

Customer experience is one of the most important factors in business success. According to Deloitte, a whopping 88% of businesses are now prioritizing customer experience in their contact centers. And on top of that, over two-thirds compete with customer experience as their primary basis.

Customer Experience 105

Customer Experience Social Media Entertainment Sales 105

CommBox

JANUARY 13, 2022

The customer experience is fundamental to success if you’re running a business. Providing an excellent customer experience is one guaranteed way of standing clear of the crowd. In addition, a customer experience that excels leads to business growth, happy customers, and an edge over the competition. .

Customer Experience 52

Customer Experience Machine Learning Finance AI 52

SurveySensum

JULY 24, 2023

According to Statistia’s survey on Retail Technology , in 2021, the global market value of self-service systems was over 4 billion USD, and it is expected to hit 13-14 billion USD by 2030. These nifty machines allow customers to access information, compare options, and make purchases all on their own, without relying on a sales assistant.

Retail 52

Retail E-commerce Customer Experience Social Media 52

Hodusoft

FEBRUARY 9, 2022

The industry is looking forward to a new year full of personalized solutions, advanced contact center technology, and conversational AI. Omnichannel Support. Today, the age group of customers is diversified and people across age groups are active on various communication channels such as emails, calls, messaging, chat, and so on.

Contact Center 98

Contact Center Technology Technology Social Media 98

CommBox

OCTOBER 11, 2021

Ecommerce is about to grow even more during the 2021 holiday season. According to eMarketer , total US holiday eCommerce sales in 2021 will increase by 11.3%, meaning that eCommerce will account for a record 18.9% Top 5 eCommerce Shopping trends in 2021. According to the “State of eCommerce 2021” report: . Walmart, Inc.

Sales 52

Sales Omnichannel Social Media Retail 52

CommBox

MARCH 26, 2023

Meanwhile, big tech players are busy integrating AI into their offerings. Microsoft has announced its “ AI co-pilot for the web ” incorporating ChatGPT’s capabilities into the Bing search engine. But what does this AI platform really mean for the world of customer experience and customer communication?

CX 52

CX AI Sentiment Analysis Omnichannel 52

Aquire

JANUARY 24, 2022

You may know this already: the adoption of chatbots has been steadily on the rise for years now, as they’ve been helping businesses — not only increase conversions and sales — but also improve customer experience and customer satisfaction. percent from 2021 to 2028. billion customer service hours by adopting chatbots.

Healthcare 98

Healthcare Real Estate AI Artificial Intelligence 98

ECXO

JUNE 20, 2023

Fotocomposicion ECXO(1) Article source: The Rising Tide of Brand Purpose in B2B [link] There’s an old adage in customer experience. Expectations are set by the best experience on offer – inside and outside of the workplace – in Europe, in Asia, and across the globe. Where B2C goes, B2B follows. CX is everywhere.

B2B 353

B2B Innovation CX Education 353

Comm100

NOVEMBER 29, 2021

The customer service landscape is forever changing as technologies and consumer expectations develop, but 2021 has seen a shift of proportions that we have arguably never experienced. Query volumes spiked as customers (and companies) faced unprecedented problems, placing huge stress on customer service agents.

Customer Service 88

Customer Service Omnichannel Social Media AI 88

1 to 1

JANUARY 11, 2022

A year ago, still in the throes of the pandemic, many turned hopeful eyes to 2021 expecting the world—and the customer experience landscape—to largely return to “normal.” It’s also forcing companies to rethink their employee experience models, leading with empathy when it comes to this emotionally charged topic.

CX 26

CX Artificial Intelligence Machine Learning Contact Center 26

Fonolo

APRIL 27, 2021

By offering call-backs , customers are empowered to save their place in the phone queue, hang up, and receive a call-back when the next available agent is free. The business case for call-backs is clear: they smooth out call spikes, improve the customer experience, lower your telco costs, and reduce abandonment rates.

Contact Center 128

Contact Center Omnichannel Technology Technology 128

Hodusoft

AUGUST 21, 2024

We salute BPO companies of all sizes for their valuable contribution and dedication, and we are proud to support them with our cutting-edge BPO contact center software and call center software to enhance their operations and customer experiences. As of 2021 , the revenue of the Indian BPO industry was estimated at USD 38 billion.

Data Entry 52

Data Entry Contact Center Legal Social Media 52

Zendesk

JUNE 17, 2021

These are challenges for any business, but companies can meet these expectations by continuing to focus on improving the customer experience. Customers expect seamless online transactions, and it’s a high bar. 65 percent of customers want to buy from companies that offer quick and easy online transactions.

Customer Expectations 94

Customer Expectations Social Media Omnichannel AI 94

Comm100

NOVEMBER 29, 2021

The customer service landscape is forever changing as technologies and consumer expectations develop, but 2021 has seen a shift of proportions that we have arguably never experienced. Query volumes spiked as customers (and companies) faced unprecedented problems, placing huge stress on customer service agents.

Customer Service 65

Customer Service Omnichannel Social Media AI 65

Aquire

NOVEMBER 18, 2021

As we gear up for a busy holiday season and get ready to fly headlong into 2022, we’ve dug up some retail customer service statistics to help enhance your customer journeys and boost customer experience in the new year. 65 retail customer experience statistics. What is good retail customer service?

Retail 98

Retail Customer Service Social Media Net Promoter Score 98

Comm100

AUGUST 31, 2021

Thankfully, with Comm100’s 2021 Live Chat Benchmark Report, analyzing 66 million live chats that passed through the Comm100 Platform in 2020, we can see: The key live chat benchmarks. By utilizing omnichannel customer engagement and live chat tools, it’s possible to support your customers with less hands-on support.

Omnichannel 52

Omnichannel Customer Satisfaction AI CRM 52

Zendesk

DECEMBER 8, 2021

These customer service stats will also give you a glimpse into what next year holds for CX. The impact of great customer service. The cost of bad customer service. The ROI of good customer service. The benefits of omnichannel customer service. The power of customer service automation and AI.

Customer Service 98

Customer Service Social Media Artificial Intelligence Omnichannel 98

Comm100

NOVEMBER 15, 2022

This blog will cover the key reasons why contact centres are adopting a digital-first strategy to meet their customers’ ever-evolving service expectations, and what this means for the future of contact center solution providers. This is known as omnichannel customer engagement. Channel choice in a digital-first world.

Omnichannel 52

Omnichannel Contact Center CRM Social Media 52

Comm100

MAY 25, 2022

Automation includes unifying your omnichannel experience. For example, your contact center should integrate with customized software that can send follow-up surveys and reminders via text message. Improving Customer Experience. The past two years represent unprecedented changes when it comes to customer demands.

Contact Center 52

Contact Center Customer Service Social Media Omnichannel 52