Callminer
SEPTEMBER 4, 2024
The experience a customer has with an organization's contact center has a direct impact on overall CSAT. Learn why CX management is crucial for today's contact centers and strategies to improve it.
Adrian Swinscoe
SEPTEMBER 4, 2024
Today’s interview revisits and finalises the series of podcast conversations that I had with various folks whilst at Pegaworld earlier this. This episode is a combo […] The post If it matters for your customer, it’s important – Interview with Tara DeZao, Simon Thorpe and James Dodkins of Pega first appeared on Adrian Swinscoe.
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ECXO
SEPTEMBER 4, 2024
How Stoic Philosophy Can Help You Up Your Customer Experience Game Stoicism in Customer Experience? Yep, It Works. If you read my previous articles, you know that I am a big fan of studying psychology and philosophy, as well as finding ways to apply these concepts in companies to improve customer experience. Let’s face it—customer experience isn’t always a walk in the park.
Intercom
SEPTEMBER 4, 2024
We all know that AI is transforming customer service – the latest AI tools are incredibly good at the tasks customer support agents typically do, and AI agents will increasingly resolve more and more customer queries. There are, however, areas where humans will always excel. And at Intercom, we believe that there is no better way to truly connect with your customers than to meet in person – even from an early stage, we invested in hosting our customers at our popular live events around the world
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What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.
Customer Think
SEPTEMBER 4, 2024
These days, consumers expect a lot from a customer service experience. Accustomed to the immediacy and convenience of online services like Google and Amazon, they demand frictionless customer experiences and instant resolution. Many businesses struggle to keep pace with these evolving demands, leading to customer frustration, churn, and missed business opportunities.
Hodusoft
SEPTEMBER 4, 2024
How The Right Call Center Solution Can Enhance E-commerce Sales? If you ask yourself, “Which sectors need call centers more than others?” you’ll realize that the e-commerce industry would be one of the few to appear on the top. That’s because everything in e-commerce, starting from placing orders to making payments, is tech-driven and powered by sophisticated digital technology.
Tech Customer Success brings together the best content for the technology customer service and experience professionals from the widest variety of industry thought leaders.
Customer Think
SEPTEMBER 4, 2024
Ever since I left running customer service (CS) operations (Amazon 1999 to late 2001), friends and family have sent me their CS and customer experience (CX) tales of woe. Several of them have made it into my books1 and three more stories arrived in the last few weeks.
Customer Think
SEPTEMBER 4, 2024
Even if you weren’t one of the 44 million viewers who watched “Game of Thrones” final season, you’re likely familiar with a few of its elements: It’s a fictional world where noble families battle for power; it has dragons and other supernatural elements. That’s as far as my personal knowledge extends.
Customer Think
SEPTEMBER 4, 2024
In part two of this this three-part series I want to introduce you to the world of multimodal Generative AI (GenAI) and explore the potential it offers to enhance the customer experience. First, let’s begin by outlining what multimodal GenAI is.
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