Execs In The Know

MARCH 13, 2023

We get so siloed as to how to approach common ways of working together and governing to drive efficiencies. How are you thinking about the customer lifecycle journey as it relates to managing the lifetime value of that customer?” When you simplify processes and workflow, you simplify your delivery experience.

CX 52

CX Hospitality Hospitality Government 52

Customer Experience Matrix

APRIL 26, 2024

The concept itself was easy to grasp (“all customer data in one place”). But there was initial skepticism about whether it was a legitimately separate category or just another name for existing technologies such as CRM, data warehouses or DMPs. Most recently, we’re seeing CDPs in education, healthcare, and government applications.

AI 78

AI Education Hospitality Hospitality 78

Customer Bliss

JULY 7, 2016

That has been my intention behind my books, blog, speaking and work as co-founder of the Customer Experience Professionals Association. That is also behind why I have launched a customer experience podcast series – so that we can hear each other’s’ voices and celebrate in our successes and learn from our challenges.

Customer Experience 56

Customer Experience Non-Profits B2C B2B 56

Fonolo

MAY 22, 2018

Vertical markets in the sample base included: retail banking, insurance, health care, government, retail / e-commerce, technology, travel/hospitality/leisure, telco, born-digital, and utilities. How an Insurance Provider Improved the Customer Experience with Call-Backs.

E-commerce 59

E-commerce Contact Center Hospitality Hospitality 59

Fonolo

AUGUST 28, 2018

Avaya is represented indirectly since its technology powers companies like Teletech and West. Vertical markets in the sample base included: retail banking, insurance, health care, government, retail/e-commerce, technology, travel/hospitality/leisure, telco, born-digital, and utilities. More on that here.

Contact Center 65

Contact Center E-commerce Omnichannel Hospitality 65

Lightico

NOVEMBER 3, 2021

eSign apps are incomplete : esignature apps cover one step of many a customer needs to complete when applying for a new insurance policy or making a claim. death certificate for life insurance claims, hospital bills for health insurance claims), and consenting to binding terms and conditions. That’s a customer experience no-go.

Contact Center 52

Contact Center Touchpoint Hospitality Hospitality 52

Taylor Reach Group

DECEMBER 5, 2017

Contact centers, customer service and customer experience: news, views and how to's. Founder of Customer Services Audit and Creator of Snapshotz Online Makes Guess Appearance. Do You Have an Audit Plan for Customer Service . 3 Tops Skills to Succeed in the Customer Service Industry . Newsletter.

CEM 0

CEM Contact Center Artificial Intelligence Hospitality 0

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. They have not only brought new perspectives on the table but have redefined the customer experience exceptionally!

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

1 to 1

JUNE 1, 2021

RPA lets associates focus on more worthwhile tasks: improving customer experience , driving bottom-line results, and reducing turnaround time – all with the capability of completing processes and requests around the clock and eliminating human error. Well thought out business process automation benefits the entire organization.

Artificial Intelligence 26

Artificial Intelligence Invoicing Contact Center Machine Learning 26

1 to 1

FEBRUARY 25, 2021

and while there’s plenty of coverage about supply, distribution and clinical aspects, the customer experience side of vaccine rollout is often overlooked. We wanted to find out what it was really like, so we asked people with different circumstances about their end to end vaccine experiences.

Hospitality 26

Hospitality Hospitality Healthcare Start-ups 26

Fonolo

APRIL 4, 2023

Source: Bain&Co Across the globe, 96% of consumers say customer service is an important factor in their choice of loyalty to a brand. Source: Microsoft As little as a 5% lift in customer retention can produce 25% more profits. businesses each year following bad customer experiences.

Contact Center 81

Contact Center Customer Service Social Media Artificial Intelligence 81

Shep Hyken

JULY 8, 2022

Smart IVR allows you to serve customers directly without going through an agent for support calls. For example, a hospital could use an IVR to allow clients to change appointments over the phone. Hospitals can integrate CRM to monitor patients and appointments. Confidentiality is a growing concern of governments and businesses.

Predictive Analytics 61

Predictive Analytics Customer Service Hospitality Hospitality 61

Fonolo

JANUARY 4, 2022

Customer service expectations continue to increase, and only the best businesses keep up. The statistics show that superior customer experiences generate more return customers, increased loyalty, and higher profits. As little as a 5% lift in customer retention can produce 25% more profits. Source: Microsoft.

Customer Service 142

Customer Service Social Media Contact Center Artificial Intelligence 142

Aquire

JANUARY 16, 2022

Skip to your industry if you want to: Banking Telecom Retail Insurance Ecommerce Healthcare Government HR. (We it’s often seen as a “necessary evil”) and the competition from banks and online service providers, insurers need to improve the insurance customer experience. Chatbot technology can be there for them around the clock.

Government 52

Government Healthcare Retail AI 52

Zendesk

MAY 3, 2021

The impact of the last year on customer experience will be long-lasting. Customers have adapted their expectations, teams have learned how to operate remotely, and businesses are ramping up tech adoption as they look for new ways to engage customers while staying connected to each other. Retail & Ecommerce.

CX 52

CX Manufacturing Entertainment Healthcare 52

Hodusoft

JANUARY 18, 2023

One solution that’s gaining popularity is the use of call center technology, which allows doctors and other healthcare professionals to connect with patients and each other remotely. FluentStream is a cloud-based call center system that caters to small or specialized healthcare providers rather than large hospital call centers.

Healthcare 52

Healthcare Artificial Intelligence Omnichannel CRM 52

Qualtrics

DECEMBER 6, 2021

SurveyVitals is approved to administer 11 CAHPS® (Consumer Assessment of Healthcare Providers and Systems) programs that govern the way organizations can collect information about patient experiences. Anesthesia Partners and Summit Medical Group, to gather and manage patient experiences.

Healthcare 26

Healthcare Close the Loop Hospitality Hospitality 26

Fonolo

NOVEMBER 14, 2019

It’s worth asking yourself this, as more and more millennial customers are starting to pay attention to the environment, and holding businesses accountable for their services, company vision, and strategy to cut waste, pollution, and plastics. Customers seem to care about it – so perhaps you should, too.

Customer Service 52

Customer Service Hospitality Hospitality Government 52

Qualtrics

NOVEMBER 1, 2019

Many of these technologies are looking to put the ‘care’ in healthcare back into the hands of the patient, allowing them more control over their own wellness. But with increasing choice, it can be challenging for health systems and patients to know which technology is right for them. Take Electronic Health Records (EHR) as an example.

Healthcare 20

Healthcare Predictive Analytics Hospitality Hospitality 20

Qualtrics

JUNE 30, 2020

In this series we'll discuss all things digital, digital marketing, digital analytics, digital strategy, and digital customer experience. We're dealing with this patchwork of guidance from different States and local, you know, governing bodies so that we couldn't even like have a shared point of view at that point.

Start-ups 26

Start-ups Innovation Government Technology 26