Uniphore

JANUARY 21, 2022

Convoluted journeys. Compromised trust. And the looming threat of overpayments. These are just a few of the patient service challenges healthcare leaders are grappling with today. With more patient and member interactions happening remotely, the pressure to deliver a seamless digital experience is all too real. How can healthcare CX providers ensure that members consistently receive positive, high-quality service while meeting strict compliance and privacy requirements?

Healthcare 246

Healthcare Artificial Intelligence CX Compliance 246

Adrian Swinscoe

JANUARY 20, 2022

I’ve long advocated about the importance of empathy in customer experience, the need for more of it and why organizations should consider building an empathetic musculature […]. The post How to put empathy into action in your customer experience first appeared on Adrian Swinscoe.

Customer Experience 246

Customer Experience 246

Intercom, Inc.

JANUARY 20, 2022

In the race to win a customer’s business, it’s not really about how good your product is – it’s how fast you keep innovating. After all, almost any product or service can be replicated by a competitor. Speed, the ability to move and improve, to iterate and innovate, is paramount, and if you listen to Intercom on Product regularly, this probably sounds familiar.

Engineering 249

Engineering Start-ups Innovation Technology 249

Inside Customer Service

JANUARY 20, 2022

Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to provide a means to earn fees by linking to Amazon and affiliated sites. More companies are adding a Chief Customer Officer (CCO). It sounds like a positive development, but you're not alone if you don't know exactly what a CCO does.

Contact Center 130

Contact Center CX Sales Customer Experience 130

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

Uniphore

JANUARY 21, 2022

Conversational AI and automation are rapidly modernizing today’s healthcare consumer experience. Using real-time data—including emotion, sentiment and intent analysis—AI-powered systems are substantially shortening and simplifying complex patient and member journeys. Healthcare service providers that have implemented these solutions are seeing significant returns on their investments with major improvements across all key metrics, including Medicare CMS and net promoter scores (NPS).

Healthcare 147

Healthcare Net Promoter Score CX Data Entry 147

Adrian Swinscoe

JANUARY 17, 2022

Today’s interview is with Brittany Bell, a Customer Success Manager at Cresta AI, which provides contact center agents real-time suggestions and coaching, whether in an individual call […]. The post An #IA40 recognized app that is focusing on making agents experts on day one – Interview with Brittany Bell of Cresta first appeared on Adrian Swinscoe.

Contact Center 190

Contact Center AI 190

Myra Golden Media

JANUARY 21, 2022

Did you miss my latest Live Q & A? You’re in luck. Here’s a replay of our conversation. 3:29 How do you deal with an angry customer because we won’t give in to their demands? 5:31 Do you have a list of negative priming words and positive priming alternatives? 6:41 What are some warning signs that a call will be escalated? 11:38 How do I make soft sales when my customers are angry over a billing issue?

Sales 151

Sales Customer Experience 151

Uniphore

JANUARY 21, 2022

Few industries are as closely regulated as healthcare. Service providers must comply with a constantly evolving list of privacy, financial and medical disclosure guidelines. Failure to comply, even in part, can result in serious monetary consequences. According to the National Center for Biotechnology Information (NCBI), between $100 and $300 billion of avoidable health care costs have been attributed to nonadherence in the U.S. annually, representing 3 to 10 percent of total U.S. healthcare cos

Compliance 147

Compliance Healthcare AI Artificial Intelligence 147

C3Centricity

JANUARY 17, 2022

Are you like most businesses? Do you have a plan you are following that will (hopefully) enable you to reach your goals? In order to meet them, we are often looking to make changes, large or small, in our organisation. At times like these I find it useful to motivate with some inspiring quotes from people much wiser than I. If you are looking for ways to motivate and inspire your own team, then I am sure you too will enjoy these.

Innovation 92

Innovation Sales Customer Satisfaction CRM 92

Customer Think

JANUARY 17, 2022

As technology advances, so does everything else. No business is immune to this, and that includes the customer service industry. Customer service roles are under much pressure these days to find new ways of dealing with complaints efficiently while still providing high-quality support. It’s also important for companies to monitor the stories being said about […].

Artificial Intelligence 145

Artificial Intelligence Customer Service Technology Technology 145

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Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.

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Experience Investigators

JANUARY 18, 2022

Why does Customer Experience Training Matter? It’s common for Customer Experience (CX) to be misunderstood as reactive customer service, support, or even ‘just being nice to customers.’ CX is much more than these, though. I like to define Customer Experience as: A mindset. A strategy. A business discipline. Customer experience is more than one area, product, service or person.

Education 137

Education CX Customer Feedback Customer Experience 137

Steven Van Belleghem

JANUARY 19, 2022

In fact, it’s the one domain where computers don’t even come close to competing with us. Over the years, software has even become quite good at being creative, but empathy remains that last beacon, something that is typically human. Unfortunately, it’s not because you are human, that you’re automatically good at being empathic. Those are two very different things.

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Shep Hyken

JANUARY 19, 2022

I love a surprise. Think about the last time you received a surprise from a friend or loved one. It doesn’t even have to be a big surprise. It could be something small – just something that proves the other person was thinking about you. . Has this ever happened to you in business? I receive surprise appreciation gifts from clients. I’m enjoying a box of chocolates a client sent as I create this post.

Transportation 116

Transportation Customer Service Customer Experience 116

Customer Think

JANUARY 19, 2022

Being out-of-touch is totally in, QR codes are quickly finding a new home and robots are strolling the line between novelty and value. This is what retail innovation will look like in 2022. Funding for retail technology reached a record $29 billion in the first quarter of 2021, as retailers and tech companies sought to […].

Retail 137

Retail Innovation Technology Technology 137

Speaker: Jay Allardyce, Deepak Vittal, and Terrence Sheflin

As we look ahead to 2025, business intelligence and data analytics are set to play pivotal roles in shaping success. Organizations are already starting to face a host of transformative trends as the year comes to a close, including the integration of AI in data analytics, an increased emphasis on real-time data insights, and the growing importance of user experience in BI solutions.

AI

Kate Nasser

JANUARY 16, 2022

Use this people skills technique from Kate Nasser, The People Skills Coach™, Author, Leading Morale, to use less bluntness & still be honest. Important in leadership, teamwork, sales, employee engagement, leading morale, and yes in your personal life too! The post People Skills Technique to Be Less Blunt Still Honest | #PeopleSkills #Bluntness appeared first on KateNasser.com.

Sales 115

Sales Customer Service 115

Totango

JANUARY 19, 2022

Whether you’ve worked in the customer success industry for a while or you’ve recently decided that this is the career path for you, searching for Customer Success Manager jobs can be intimidating – especially if you don’t know where to start. In this article, we’ll take a look at some of the basic skills required to be successful as a CSM and break down three key areas to focus on to help you land that dream role.

Start-ups 105

Start-ups Social Media Engineering Education 105

Ameyo Callversations

JANUARY 19, 2022

Contact centers act as a spine of good customer experiences. A modern contact center is a primary location that shapes both inbound and outbound communications with customers using various customer engagement channels and strategies; however, its success totally relies on meeting and exceeding customer expectations. Any missing part in the contact centers eventually disturbs the overall customer experience.

Contact Center 105

Contact Center Touchpoint Social Media Customer Expectations 105

Customer Think

JANUARY 19, 2022

Last year, I made a few predictions about what to expect in the future of customer service. Although I may have had a rosier outlook about the “end” of the COVID-19 pandemic, we did see massive strides in the advancement and adoption of AI as well as the continued digital transformation of businesses across industries […].

Outlook 136

Outlook Customer Service AI Technology 136

Speaker: Miriam Connaughton and Donald Knight

As organizations scale, keeping employees connected, engaged, and productive can seem like a monumental task. But what if AI could help you do all of this and more? AI has the power to help, but the key is implementing it in a way that enhances, rather than replaces, human connection. Join us for an exploration into how industry trailblazers are using AI to transform employee experience at scale while addressing both the potential and the pitfalls.

AI

Hodusoft

JANUARY 18, 2022

Biggest drivers of Auto Dialer Market in 2022. The Auto Dialer Software market size 2022 is anticipated to experience significant growth over the next few years due to the unique growth patterns, potential, and promise for the marketplace. This blog explores factors influencing the auto dialer software market in 2022 , such as manufacturing techniques and methods, distribution channels, and models of products.

E-commerce 105

E-commerce Hospitality Hospitality Education 105

The DiJulius Group

JANUARY 17, 2022

It is not too late to create your Customer Experience theme for 2022 that you can rally your entire organization around. Here are some excellent suggestions to get you started brainstorming: 1. CX Strong The companies that will dominate the next decade will be the ones obsessed with evolving the experience they provide to both. Read Full Article. The post 4 Potential CX Themes for 2022 Your Best Year Ever appeared first on The DiJulius Group.

CX 105

CX Customer Experience 105

Lightico

JANUARY 19, 2022

The new award program honors the people and companies that are helping to innovate, accelerate and enhance the insurance industry. If you would like to honor and recognize those who are innovating and modernizing the industry, nominate now! Here’s something you don’t hear everyday: Insurance is at the very core of human survival and progress for almost as long as we’ve been walking the earth.

Innovation 98

Innovation Finance Education Start-ups 98

Customer Think

JANUARY 16, 2022

By Matt Heinz, President of Heinz Marketing If you missed my LinkedIn series last month, here’s a recap of all twelve B2B marketing trends, investments and focus areas I expect to see from CMOs and teams in the new year. In Summary: Change.

B2B 135

B2B Sales Technology Technology 135

Speaker: Jennifer Wright and Nick Barron

2025 is right around the corner, and with it comes a new wave of consumer expectations, competitive pressures, and operational challenges. Success lies in finding the balance between operational flexibility and creating experiences that keep customers coming back. The future of retail belongs to those who can stay ahead of shifting customer preferences and marketing trends. 🔮 In this session, we’ll dive deep into what it takes to keep customers engaged and your operations nimble, no matt

Customer Experience

Logicalware

JANUARY 18, 2022

Contact centres are grappling with record staff shortages due to Covid-19. Here’s how a Digital Engagement solution can help you fill the gaps. The highly contagious Omicron variant is causing widespread staff shortages across the UK and Europe. In contact centres, managers say they’re struggling to fill seats due to agents either being off sick with Covid or having to isolate, making it difficult to maintain service levels.

Sales 98

Sales Customer Service Customer Experience Omnichannel 98

Zendesk

JANUARY 18, 2022

While leaders navigate a constantly changing reality, they must keep thinking about how to drive their business forward. As many companies hold on deploying new initiatives until the outlook is more clear, they are eyeing where current investments can be made: such as in customer experience. Why CX? Where human interactions are concerned, it’s quality, not quantity that ultimately matters most—now more than ever before.

Customer Service 98

Customer Service Outlook Business Growth Start-ups 98

CommBox

JANUARY 19, 2022

Over the past several years, experts have agreed that in the near future, most of the interactions with customers will not be handled by real people. For this purpose, special IT products have been created – chatbots. Going into the details of the definitions, a chatbot is firmware that is embedded in dialogue platforms to facilitate communication with suppliers and distributors.

B2B 98

B2B Omnichannel AI Retail 98

Customer Think

JANUARY 17, 2022

Are you looking to expand your audience base? Are you wanting to turn first time customers into repeat consumers? Expanding and keeping your audience is a goal of all scale-ups and SMEs. A customer who makes repeat purchases creates sustainability for your company and having a loyal audience costs much less than only attracting one-time […].

Customer Loyalty 133

Customer Loyalty 133

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Customers expect to be able to interact with your organization whenever and however they want. They also expect your agents to have insights into their journeys so that they don’t have to repeat themselves as they move through various channels. And, if they’re not able to, they just might find one of your competitors who will offer the flexibility they are looking for.

AI

Ameyo Callversations

JANUARY 19, 2022

A chatbot is an AI-integrated software application designed to provide consumers with a human-like communication experience via text messages or chats on various social platforms. The post-pandemic world has witnessed an imminent rise in the usage of digital technology, and people have become used to instant gratification. The aftermath of this situation is -increased expectations of quick assistance from their respective brands/service providers.

Hospitality 98

Hospitality Hospitality Finance AI 98

Aquire

JANUARY 18, 2022

Omnichannel trends provide a window into the future. One where traditional boundaries between channels and even the physical and digital worlds no longer apply. The rules of the game are changing, and it’s only the companies who are able to pick up on and respond to these trends that will stay competitive in 2022 and beyond. So, if you want to provide the kind of seamless customer experience across all your sales channels that modern consumers now expect — here are six key omnichannel trends to

Omnichannel 98

Omnichannel Social Media Retail Sales 98

Help Scout

JANUARY 21, 2022

Discover 11 meaningful customer service metrics, learn how to choose the right measurements for your team, and view four example customer service reports.

Customer Service 102

Customer Service 102

Customer Think

JANUARY 21, 2022

As the new year has kicked off, many revenue organizations will look to improve their customer engagement strategies, whether it is for retention or improved customer experience purposes. According to Forrester, 56% of marketing leaders say that improving customer experience is a top priority for supporting their company’s business strategy during the next two years. […].

B2B 130

B2B Customer Experience 130

Speaker: Evelyn Chou

Choosing the right business intelligence (BI) platform can feel like navigating a maze of features, promises, and technical jargon. With so many options available, how can you ensure you’re making the right decision for your organization’s unique needs? 🤔 This webinar brings together expert insights to break down the complexities of BI solution vetting.

Technology