Intercom

OCTOBER 10, 2024

We’ve just hosted our inaugural AI customer service summit, Pioneer , and there are so many incredible insights and stories to share. Thousands of customer service and tech enthusiasts joined us, both in person in London and online via livestream, to explore how AI is transforming the support space.

AI 55

AI Customer Service Entertainment Technology 55

Steven Van Belleghem

JANUARY 10, 2023

Its findings are consolidated into three major trend forces: Actionable Entertainment. They’ve identified five emerging trends that will alter the power dynamic between brands and customers in the coming 12 months and beyond: The world’s in a “permacrisis,” but we’ll adapt. AI is becoming people’s co-pilot for creativity.

CX 134

CX Entertainment AI Engineering 134

Shep Hyken

MARCH 14, 2022

Each week I read many customer service and customer experience articles from various resources. Using Customer Journey Maps and Jobs to Be Done for a Better Customer Experience by Tobias Komischke. These AI Mistakes Are Slowly Killing Your Customer Experience by Young Entrepreneur Council.

Artificial Intelligence 64

Artificial Intelligence Customer Service Customer Journey Map Entertainment 64

CSAT.AI

DECEMBER 16, 2021

When it comes to BPO (Business Process Outsourcing), customer service is near the top, especially for large businesses. costs scalability 24/7 service company size brand country options language barriers communication tools change and risk management. Banks like Capital One and JP Morgan Chase offshore their customer service.

Contact Center 109

Contact Center Entertainment Legal Retail 109

CSAT.AI

JULY 3, 2019

Is AI still predicted to be contact center doom or boom? Is AI Killing or Changing Contact Center Jobs? How about this inflammatory post title: Bots and AI continue their march toward call center obliteration. Industry people are in two camps about this whole AI in customer service thing.

Contact Center 52

Contact Center AI Artificial Intelligence Sentiment Analysis 52

Intercom

MARCH 9, 2023

We’ve brought together industry experts for a conversation on GPT and how it will shape the future of customer service. Over the past couple of months, we shipped a few AI-powered features to 160 customers. For today’s topic, we’ll be focusing on how ChatGPT will shape the future of customer service.

Customer Service 64

Customer Service AI Machine Learning Technology 64

Fonolo

JANUARY 29, 2019

With the “era of the customer” in full swing; the increase in customer expectation for omnichannel communication; and the never-ending developments in communication methods through AI-powered self-service; it is easy to overlook the importance that the call center plays in the customer experience.

Contact Center 85

Contact Center Omnichannel Entertainment Social Media 85

CSAT.AI

AUGUST 3, 2022

With v ideo games and apps , licensing with top entertainment franchises and a string of amusement parks , Lego is everywhere. Freaky Service. A dedicated customer-focused attitude contributes to Lego’s immense success. Lego has a customer service formula that they abbreviate with FRKE (pronounced ‘freaky’, lol).

Entertainment 102

Entertainment Sports Innovation Gaming 102

Ameyo Callversations

FEBRUARY 22, 2022

Artificial intelligence (AI), also called machine learning, has hugely impacted the digital world. AI is based on the process of mimicking the human intelligence process by the creation of algorithms into the computer process. Through AI, businesses can augment customer experience. AI can enhance CX in several ways.

AI 52

AI Artificial Intelligence Machine Learning CX 52

CSAT.AI

JUNE 7, 2023

Keep them targeted and brief, offer a perk for completing the longer ones or at least make them entertaining. A survey that comes before a service is fully rendered or at an awkward time also adds friction. Have you conducted user-testing on your website to identify pain points (before your customers do)?

Sentiment Analysis 69

Sentiment Analysis AI Entertainment Touchpoint 69

Steven Van Belleghem

OCTOBER 11, 2021

Travel in the West is either business-related or fun, but Chinese people want to be guided into an entertainment and educational environment. And you feel that through their entire app and all their services. But what’s special about that is that they offer quite a radical promise to their customers, one of honesty and transparency.

CX 113

CX Transportation Entertainment Education 113

SurveySensum

SEPTEMBER 25, 2024

Did you know that in 2024, 88% of customers think customer service is more important than ever? US companies lose an astounding $75 billion annually due to poor customer service. It’s not a small figure, and it paints a picture of just how much customer service is valued regarding business outcomes.

Customer Service 52

Customer Service Hospitality Hospitality NPS 52

Zendesk

FEBRUARY 16, 2021

Jump to: Financial Services. Media and Entertainment. Financial Services. While this industry has been slow to adapt to new tech trends in the past, COVID-19 pushed financial services companies to increase their digital scope. An integrated help center helps both agents and customers access all the information they need.

E-commerce 76

E-commerce Entertainment Healthcare Manufacturing 76

Fonolo

FEBRUARY 19, 2019

Initially, we focused on more technical aspects of the contact center, but over the years we expanded to include more of the human aspects of that industry, and the broader universe of customer service as well. AI is Not Reducing Call Center Agent Employment. Chat, Messaging, and Customer Service. OnHoldWith.

Contact Center 62

Contact Center AI Artificial Intelligence Entertainment 62

Comm100

JULY 12, 2018

Continuing our series of the best customer service posts on the web from May , I’m going to look at some standouts from last month that caught my eye. There is no specific theme here aside from a focus on improving the customer experience. Regardless of how you slice it, AI has got a reputation. From the Dentist’s Chair.

Customer Service 43

Customer Service Entertainment AI Contact Center 43

VOZIQ

APRIL 14, 2023

Integrate this information into expanded customer profiles. • Use these profiles to personalize customer service, marketing messages, and sales offers far more effectively. The next books is: Customer Service Success by David Brownlee How do you keep your customers happy so that they never leave you?

Customer Service 40

Customer Service Entertainment B2C CRM 40

VOZIQ

APRIL 14, 2023

Integrate this information into expanded customer profiles. • Use these profiles to personalize customer service, marketing messages, and sales offers far more effectively. The next books is: Customer Service Success by David Brownlee How do you keep your customers happy so that they never leave you?

Customer Service 40

Customer Service Entertainment B2C CRM 40

CommBox

JANUARY 4, 2022

You should be more informational and entertaining than promotional. Employee feedback can be just as much of a goldmine for new ideas as your customers’ social media posts. You’ll get instant advice by going to these people—they can name the most common customer complaints off the top of their heads.

Customer Experience 105

Customer Experience Social Media Entertainment Sales 105

Shep Hyken

APRIL 1, 2022

With fast-paced lives and lack of time, customers nowadays prefer to do most of the tasks digitally for which they used to go out of their houses. Whether it is shopping, banking, working, entertainment, or even dating, digital options are available nowadays, and people are using them. . Instant and Exceptional Customer Service.

CX 77

CX Social Media Artificial Intelligence Entertainment 77

Aquire

SEPTEMBER 21, 2021

The situation has left carriers looking towards technology to help them offer the kind of airline customer service that meets expectations in the digital age. Pre-pandemic, it was looking for a way to reduce costs on furniture repairs while improving customer engagement online. Passenger experience is going digital.

Artificial Intelligence 145

Artificial Intelligence Real Estate Innovation Start-ups 145

CSAT.AI

JANUARY 4, 2023

You survived the holidays and you’ve got new customers! In our November blog on customer segmentation , we talked about the value in grouping your customers by separate criteria to streamline customer service and to identify who your real customers are. all costs need to be counted separately and together.

Net Promoter Score 79

Net Promoter Score Sentiment Analysis Customer Acquisition Entertainment 79

CSAT.AI

MARCH 27, 2023

Asking customers directly about their experience and expectations can help managers and teams gain insight into what they need from a product or service. Using gamification or entertaining methods of asking, along with intelligent timing of the ask, improves response rates. Smart surveys are one way of doing this.

Customer Relationship 63

Customer Relationship CX Sentiment Analysis Social Listening 63

Intercom

MAY 4, 2023

Some businesses seem to have mastered the art of exceptional customer service. As customer expectations continue to rise and businesses compete ever more for their attention and loyalty, delivering exceptional service is no longer just a nice-to-have – it’s an absolute necessity. What is their secret? Short on time?

Customer Service 52

Customer Service Start-ups Hospitality Hospitality 52

Steven Van Belleghem

APRIL 20, 2021

The core of Hsieh’s book is that both company culture and customer service are the keys to a successful business. Everyone is looking for happiness in life which is why a company can be successful by finding ways to make its employees, customers, and partners happy. including those who share resources and services.

Customer Experience 109

Customer Experience E-commerce Social Media Government 109

Aquire

AUGUST 12, 2021

And because most messaging apps are tied to a mobile device, they provide a direct line right into your customer’s pocket. Customers see many advantages in messaging for customer service. Well known cosmetics brand Sephora makes use of this approach to help its customers, for example. Image source. Image source.

Social Media 98

Social Media Retail Customer Survey Entertainment 98

Zendesk

JULY 27, 2021

Shifting to a digital-first model became imperative for financial services companies this past year, and many struggled with the change. Ninety-one percent of financial services leaders report that making changes to customer service at their institution is a challenge. Financial services agents are balancing a lot.

CX 52

CX Manufacturing Healthcare Entertainment 52

SurveySensum

JULY 14, 2020

Meet the Top 150 Global Customer Experience Thought Leaders and Influencers of 2020. Adam Toporek – Customer Service Expert, Keynote Speaker, Trainer, Strategic Advisor . Annette Franz – Customer Experience Consultant, Keynote Speaker, Author . LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

Zendesk

JANUARY 3, 2023

It’s therefore vital that companies are clear with customers about how their financial information will be used, stored, and secured. Investing in artificial intelligence (AI) is investing in your customers. AI can also be powerful in delivering the seamless experience customers demand.

CX 52

CX Finance Artificial Intelligence AI 52

Zendesk

MAY 3, 2021

According to the CX Trends report , companies plan to invest more in customer experience across the organization. Improving IT security, internal collaboration, offering customer service across multiple channels, and flexible technology are high priority touches for companies that have adapted to new workflows and processes.

CX 52

CX Entertainment Manufacturing Healthcare 52

Zendesk

JANUARY 17, 2023

Leading retailers are now competing based on the quality of their customer service—and are building experiences that differentiate them in the market. Leading retailers are now competing based on the quality of their customer service—and are building experiences that differentiate them in the market.

Retail 52

Retail Social Media Customer Experience Entertainment 52

Intercom

AUGUST 12, 2021

After all, as he points out, in a successful organization, the teams responsible for customer success and support tend to manage and influence more revenue opportunities than the field sales team – and if your customer service isn’t good or you’re not looking at CX from a holistic point of view, these chances of expansion are slim to none.

Start-ups 111

Start-ups AI Omnichannel Sales 111

DMG Consulting

AUGUST 16, 2022

The market is experiencing a major shift from the self-service systems of old—touch-tone-based or speech-enabled interactive voice response systems (IVRs)—to the new generation of conversational artificial intelligence (AI)-based IVAs. IVAs Are Essential for an AI Transformation. Market Outlook for IVAs.

Contact Center 48

Contact Center Artificial Intelligence AI ML 48

DMG Consulting

SEPTEMBER 13, 2021

A surprisingly high percentage of employees who do not work in a contact center or customer service, sales, or marketing department dedicate more than 40 percent of their time to helping customers. Let’s put this into perspective.

Contact Center 48

Contact Center Artificial Intelligence Entertainment CRM 48

CSAT.AI

FEBRUARY 20, 2019

Before mobile phones put entertainment and work in our very hands the early telephone connected customers and businesses, becoming indispensable: “In 1877-78, the first telephone line was constructed, the first switchboard was created and the first telephone exchange was in operation. More on that in our next post.

Contact Center 52

Contact Center Sentiment Analysis Entertainment Construction 52

Zendesk

JUNE 3, 2021

Memory , a fully remote Norwegian AI startup, swears by the question game and suggests using Kahoot! A Quantum Workplace study found that one-third of hourly customer service employees are physically and emotionally drained by their jobs. This on-the-spot quizzing can teach you a lot about your coworkers. Play remote-work bingo.

Gaming 105

Gaming Start-ups Sales Entertainment 105

Zendesk

SEPTEMBER 16, 2022

While Hollywood gives us exaggerated stories for entertainment, it does offer a lens into how technology and methodologies can upend how we live. And that, of course, also includes the way customers buy products and how companies serve them. The customer journey is no longer linear. Create better visibility to close more deals.

CRM 52

CRM Sales Entertainment Omnichannel 52

Neosperience

JULY 25, 2023

In detail, cross-media identifies a story adapted on multiple media, while trans-media presupposes the existence of “ multiverses ” that create a single coordinated entertainment experience. Technologies that support an omnichannel journey collect, analyze, and process large amounts of customer data at every stage of the customer experience.

Omnichannel 52

Omnichannel Technology Technology Artificial Intelligence 52