eglobalis
MAY 31, 2023
Why employee experience is the missing link in Europe's CX plans The post Why employee experience is the missing link in Europe’s CX plans appeared first on Eglobalis.
Callminer
JUNE 2, 2023
CallMiner's VP of Product Management, Bruce McMahon, shares updates from the CallMiner 2023.06 platform release, including AI-based contact summarization, AI redaction and more.
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Adrian Swinscoe
JUNE 2, 2023
This is guest post from Joyce Kim, Chief Marketing Officer at Twilio. It was in 2006 that the British mathematician Clive Humby uttered the now legendary […] The post Data silos: The silent killer of great customer experience first appeared on Adrian Swinscoe.
Customer Think
MAY 30, 2023
We’re living in a time of transformation. As is such, it should come as no surprise people are critically evaluating what type of future they want to create and be a part of. While trend reports are a valuable tool for better understanding customers, business success relies on much more than recognizing the trends.
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
C3Centricity
MAY 30, 2023
If you haven’t already heard, AI is the key to winning customer loyalty today! As the digital revolution transforms the business landscape, customers demand more from their interactions with companies. They expect personalised, seamless experiences across all channels and touchpoints, and they want their needs to be anticipated so they are met both quickly and efficiently.
Callminer
MAY 29, 2023
Brand intelligence offers deep insights into customers’ needs, wants, and behaviors, and empowers companies to take action to improve customer satisfaction.
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
JUNE 1, 2023
Artificial intelligence is making great strides in our day-to-day life and chatbots like ChatGPT are simulating human conversations quite fluently.
Bill Quiseng
MAY 31, 2023
Every week, in the month of June, I will offer each one of the Three Principles to Build Customer Loyalty. Why only three? Because nobody can remember Number Four. Who is the first President of the United States? Surely, George Washington. Who is Number Four? Who is the first person to walk on the moon? Neil Armstrong, of course. Who is Number Four?
The DiJulius Group
MAY 30, 2023
With overall customer satisfaction in all industries dropping to twenty-year lows, most likely caused by the great resignation, more and more CEOs have decided to literally get on the front lines on a regular basis to better educate themselves on what it is really like to be their customer and customer-facing employees. What about you? Read Full Article The post Are You Spending Enough Time Experiencing Your Own Customer Experience?
Fonolo
MAY 30, 2023
Managers know that call center workforce management matters. Put it another way: if customer interactions are at the heart of a contact center’s success, then effective workforce management is the backbone. It enhances agent productivity, helps you deliver exceptional customer experiences and improves the agent experience , too. That’s why contact centers are investing in it in droves.
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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.
Customer Think
MAY 30, 2023
Connectivity rules the world and is considered highly crucial. At such times, two innovative concepts have taken center stage: IoT (Internet of Things) and bot development. Fusing these cutting-edge technologies has become popular, revolutionizing how we interact with devices and machines.
Zendesk
MAY 30, 2023
In the eyes of customers, you’re only as good as their last experience with you. This means that consistency is key—whether you’re facing economic headwinds or an unexpected spike in customers needing help. AI helps teams boost their productivity, increase efficiency, and meet rising customer expectations at a time when many are being asked to do more with much less.
TeamSupport
MAY 31, 2023
Chatbots are fast becoming part of the digital core of tech tools that companies utilize as a secret weapon to increase their competitive advantage in the customer service arena. At the same time, chatbots are solving a very real problem taking place today: of a decrease in available customer service agents and positive customer experiences due to an economic downturn.
The Customer Service Blog
JUNE 1, 2023
There's more bad news for rail travellers! The cheapest rail tickets can no longer be bought from station booking offices, and in order to get the best fares, passengers are being forced to either use ticket machines or buy their tickets online. Rail companies have now stopped ticket offices from selling cheap advanced fares, which is a reversal of the 2017 reforms designed to make it easier for passengers to buy the cheapest tickets.
Speaker: Jay Allardyce, Deepak Vittal, Terrence Sheflin, and Mahyar Ghasemali
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.
MyCustomer Experience
MAY 31, 2023
Customers are the lifeblood of any business, and providing them with a great experience can lead to increased loyalty, higher satisfaction.
CSAT.AI
MAY 31, 2023
Service Level Agreements (SLAs) are a necessary part of the business-customer relationship. They need to be created with both your company’s unique needs and the needs of your customers. However, there is little point in going through the trouble of creating these agreements if they aren’t adhered to. The right tools track your service level agreement compliance and evolve your SLAs.
Comm100
MAY 31, 2023
The competition for higher education students has potentially never been harder than it is today. Since 2017, postsecondary enrollment in the US has fallen by 9%. Worse yet, it doesn’t look like this trend is set to change any time soon. To tackle this competitive landscape, colleges and universities can’t rely on their current strategies to attract students.
Customer Think
MAY 30, 2023
IMAGE SOURCE – Adobe Stock —- Are you giving your customers a 5-star checkout experience when they visit your website? If not, you may be missing out on countless sales and engagement opportunities. In today’s fast-paced digital landscape, online shoppers have more options than ever before.
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.
Beyond Philosophy
JUNE 1, 2023
Organizations don’t think enough about the context in which a customer enters the experience. Most believe that every customer is the same. However, understanding the context in which your customer has your experience is critical to your customer strategy. Context is everywhere. When I started working in Customer Experience in 2001, people hadn’t thought about the experience economy, the customer experience, or anything else in this area.
Intercom
MAY 31, 2023
Are you intrigued by the possibilities of AI but finding it difficult to get to grips with all the technical jargon? Our AI glossary will help you understand the key terms and concepts. AI is constantly evolving and expanding, with new developments and applications emerging every week – and it feels like the amount of jargon to keep up with is developing just as fast.
Qmatic
MAY 31, 2023
Experience matters in the world of retail banking. Those that can deliver a seamless and consistent omnichannel customer experience report higher recommendation rates, a higher share of deposits, and a greater likelihood of increasing their portfolio of new products and services.
Customer Think
MAY 30, 2023
It’s no revelation that consumers like to get free stuff. If a loyalty program can convince its members that they’re getting something for free even when they’re paying for it, then it’s got the right stuff.
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
Beyond Philosophy
MAY 27, 2023
Organizations often fail to consider the context in which customers enter the experience, assuming that every customer is the same. However, recognizing the context of a customer’s experience is crucial to developing an effective customer strategy. Context is an omnipresent factor in customer experience. Depending on a customer’s context, we must create a customized experience.
cxservice360
MAY 29, 2023
In today’s competitive business landscape, the ability of a brand to provide consistently positive customer experiences has become a crucial factor for success. Customers have The post 8 Essential Skills for CX Professionals appeared first on CXService360.
CallCare
JUNE 2, 2023
To improve customer satisfaction levels across the board, businesses need to be looking at every single point of contact. For many companies, a call centre will be the primary point of contact for most of their customers. This is why it’s so important to identify areas for improvement, and make the right changes. Get it right, and your brand reputation and customer loyalty levels will see a significant boost.
Customer Think
MAY 30, 2023
Image by StockSnap from Pixabay As an early-morning runner with a dog, one of the most essential pieces of equipment to ensure success is my headlamp.
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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.
The Customer Service Blog
JUNE 2, 2023
It’s that time of year when people are booking holidays abroad and looking forward to some sunshine in a country that is warmer and drier than the United Kingdom! For most of us, everything goes to plan and we enjoy a week (or more) of fun and relaxation. But on occasions things do go wrong, as I discovered myself a few years ago when flying to Venice from Manchester Airport, and we were not allowed onto the flight because of a problem at the check-in desk.
Zonka Feedback
JUNE 1, 2023
Wondering how to elevate patient experience and deliver exceptional care? Leverage the power of patient feedback surveys to gain valuable insights and transform every patient’s journey. Collecting patient feedback is crucial for healthcare facilities to understand their patients' experiences, satisfaction levels, and areas of improvement. Patient feedback surveys play a vital role in gathering valuable insights that can drive enhancements in healthcare services.
Intercom
JUNE 1, 2023
The world of customer service is rapidly changing, fueled by the transformative power of AI. As organizations strive to provide exceptional customer experiences, keeping pace with the advancements in AI – and automation and integrating that technology – has become a top priority for support leaders. From introducing new roles to designing new conversational flows and integrating new products and services to augment your team (like our new GPT-4-powered chatbot Fin ), the ability to a
Customer Think
JUNE 1, 2023
Most B2B marketers recognize that their toughest competitor isn't usually a company offering an alternative product or service, but rather what their potential buyers are already using or doing. No sale can be made unless potential buyers first becom.
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.
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