Inside Customer Service

OCTOBER 10, 2024

I'm an accidental customer service trainer. One day, I was working in customer service as a retail associate. The next day, my boss asked me to train. No materials, no facilitator's guide, no nothing. Figure it out. I've now been a customer service trainer for more than 30 years. I love it. Today, I talk to a lot of people who want to become customer service trainers.

Customer Service 213

Customer Service Retail 213

Intercom

OCTOBER 10, 2024

We spoke with Angelo Livanos, Senior Director of Global Support at Lightspeed Commerce , about burning topics in the customer service space right now, like getting stakeholder buy-in for AI, approaches to rolling out the technology, managing change, and keeping a pulse on employee and customer satisfaction. Since implementing Intercom’s Fin AI Agent, the Lightspeed team has seen impressive results, such as AI resolution rates of up to 65%.

AI 82

AI Innovation Customer Service Start-ups 82

BeyondPhilosophy

OCTOBER 10, 2024

Learn more about Colin Shaw : Join over 85,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Listen to the podcast: In my line of work, I run a lot of workshops. Today, I wanted to share some things I learned about running a successful workshop. Before we get into the rest of the tips, it is important to remember that if you are running a workshop, you need to break the ice.

Customer Experience 59

Customer Experience 59

Intercom

OCTOBER 10, 2024

We spoke with Constantina Samara, Head of Support at Synthesia , about the impact of AI and automation on scaling support in a cost-effective way, changing customer attitudes towards these technologies in customer service, and lessons learned from rolling out AI. In just four months, the number of Synthesia’s customers seeking support on a monthly basis rose from 40,000 to 316,000 – a 690% increase.

AI 78

AI Innovation Start-ups Customer Service 78

Speaker: Michael Veatch, Senior Director, Implementations & Ella Aguirre, Director of Solution Consulting

Embedding payments can be a transformative step for software companies looking to enhance their platform capabilities, boost customer satisfaction, and drive long-term growth. However, the success of payments hinges on a single thing: implementation. Drawing on real-world insights and experiences, payments implementation experts Michael Veatch and Ella Aguirre will explore actionable strategies that can lead to a transparent, friction-free launch and mitigate potential challenges like technical

Customer Satisfaction

Doing CX Right

OCTOBER 10, 2024

Discover hidden challenges in breast cancer care, the urgent need for patient-centered change, and actionable steps for achieving better outcomes. The post Unseen Barriers in Breast Cancer Care: A Call for Patient-Centered Change appeared first on Doing CX Right.

CX 59

CX 59

Intercom

OCTOBER 10, 2024

We spoke with Natalie Hurst, Director of Customer Success at Nuuly , about her motivation for adopting AI in customer service, the immense impact it’s had for both Nuuly’s support team and customers, implementation challenges she encountered – and overcame – and her vision for the future of AI-first customer service. Nuuly has been a long-time Intercom customer, and initially chose the platform because it combined powerful elements of automation with a personal, human approach to customer servi

AI 62

AI Innovation Start-ups Customer Service 62

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. The energy and excitement was evident through all the talks, customer sessions, and enthusiastic conversations.

AI 55

AI Customer Service Entertainment Technology 55

Execs In The Know

OCTOBER 10, 2024

Renée Horne , the Chief Marketing and Customer Experience Officer at Chase Auto, captivated the audience at the Customer Response Summit (CRS) in Palm Springs with her vision of what’s possible when purpose, innovation, and empathy come together to transform an industry. She didn’t just talk about what Chase Auto does; she showed how they’re rethinking everything—from how people buy cars to how they finance them—with the customer at the heart of it all.

Innovation 52

Innovation CX Finance Customer Loyalty 52

SurveySensum

OCTOBER 10, 2024

The gold standard for brand loyalty in Insurance — Customer Experience Unfortunately, insurance customer experience is not what it is supposed to be! It often lags in meeting the rising customer expectations, who now seek personalized advice, omnichannel experiences, and clear and transparent communication. When insurers fall short, the impact is significant.

Customer Experience 52

Customer Experience Omnichannel Close the Loop CX 52

SugarCRM

OCTOBER 10, 2024

In the past, customizing CRM apps required extensive development, which often led to increased costs, longer implementation times, and difficulties with maintenance. Modern CRMs offer powerful configuration tools that allow businesses to adapt their system to their specific needs quickly and easily. This shift towards no-code and low-code configuration gives non-technical users the ability to tailor the CRM to their processes and goals, without going too far towards customization and coding.

CRM 26

CRM Manufacturing AI Sales 26

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