ShepHyken

OCTOBER 23, 2017

The information that Vala shares through his articles and blogs is always spot on. Why personalization is key for retail customer experiences by Jim Dicso. My Comment: Personalization is a major trend. The post 5 Top Customer Service Articles for the Week of October 23, 2017 appeared first on Shep Hyken.

Customer Service 185

Customer Service Personalization Metrics Customer Experience 185

ShepHyken

JUNE 8, 2018

When our users ask how to combine photos in Photofox (our artistic photo editing app) or ask something as simple as how to change settings, we started attaching a personalized screen recording to accompany our explanation. The post Guest Blog: Exceptional Customer Support Is Fresh, Not Canned appeared first on Shep Hyken.

Customer Support 188

Customer Support Brand ambassadors Scripts Customer Care 188

ShepHyken

MAY 15, 2017

If you don’t subscribe to his blog, you should. Pitney Bowes Updates Communicate for Personalized Customer Engagement by Dom Nicastro. This article highlights how they are keeping up with the very popular trend of customer personalization. This short article has three excellent ideas that focus on client loyalty.

Customer Service 174

Customer Service Airlines Customer retention Personalization 174

ShepHyken

JANUARY 27, 2017

This week on our Friends on Friday guest blog post my colleague, Shital Shah, writes about how with the right combination of technology and human touch, customer service doesn’t have to be difficult. The post Guest Blog: 4 Technology Solutions to Help You Manage Customer Service More Effectively appeared first on Shep Hyken.

Technology 229

Technology Customer Service Management CRM 229

ShepHyken

AUGUST 4, 2017

Personalization. Personalization is becoming increasing important as customers crave individual experiences rather than cookie-cuter replies and solutions. which is going to allow businesses to understand customers more as people which will allow the personalization process to go that step further.

Big data 189

Big data Customer Experience Personalization Technology 189

bold360 Blog

FEBRUARY 6, 2019

Sales reps were the main source of product information, guiding prospects toward a purchase via phone conversations and in-person meetings. Today’s B2B buyers shop for business solutions just like they shop for personal products. Chatbots are helping companies deliver this kind of personalization at scale.

B2B 82

B2B Personalization Chatbots B2C 82

Aspect

OCTOBER 2, 2018

My husband appreciated the personalized customer service and rewarded her with a generous tip. . There is no denying that people appreciate personalized service. adults are willing to share personal data with companies that use that data for personalization. Learn more about chatbots and see them in action here [link].

Personalization 78

Personalization Surveys Chatbots Interactive Voice Response 78

Beyond Philosophy

DECEMBER 19, 2017

They include: Personalization. Just 12 months ago in 2015, they scored 7.33; in 2017, just 7.08. I see these two things being major contributory factors to the lack of success of UK companies, and it hurts me to say that, being a proud British person working in this field since 2002. www.warc.com 4 December 2017.

Customer centricity 382

Customer centricity Consulting Consulting Banking 382

Customer Service Life

MARCH 24, 2018

This article was originally published on the ICMI Blog on December 21, 2018. So what did I do to come up with three lessons for 2017? I went through my last year of blog posts and found the experiences that taught me something, and in some cases continued to gnaw at me throughout the year. Click here to read it. Here we go!

Coaching 60

Coaching Chatbots Contact Center SaaS 60

Mindtouch

OCTOBER 19, 2017

Announcing the TOP 124 Salesforce Influencers of 2017 (both listical and digital asset provided below). This list reflects the top 124 influencers who can walk the talk when it comes to accelerating customer engagement with Salesforce (see bottom of page to register and meet them in person). 2017 Top 124.

Consulting 91

Consulting Consulting Engineering CRM 91

Eptica

DECEMBER 20, 2017

Date: Wednesday, December 20, 2017 What were the key CX trends in 2017? Published on: December 20, 2017. Author: Pauline Ashenden As we come to the end of a busy 2017 it is a good time to review the year, and in particular to look at the most important developments in customer experience over the last 12 months.

Chatbots 48

Chatbots Multichannel Customer centricity Analytics 48

Avaya

SEPTEMBER 30, 2016

In fact, according to a new research commissioned by the organisers of IP Expo, 37% of respondents believe that AI will be a main technology focus for businesses in 2017. Personally, I think these fears are largely unfounded. The post Artificial Intelligence in 2017: the Next Step for Enterprises?

Enterprise 76

Enterprise Chatbots SaaS Self service 76

Provide Support

SEPTEMBER 27, 2017

Key Personality Traits for A Perfect Service Rep. Before we jump into exploring what makes a fantastic customer service employee, here are the key questions you should ask before hunting for a perfect support agent: What is the ideal support personality for YOUR company culture? © 2003 - 2017 Provide Support LLC. Read more.

Personalization 58

Personalization Customer Service Customer Support Best practices 58

ShepHyken

OCTOBER 17, 2016

Five Ways to Caffeinate Your Customer Experience in 2017 by Scott Anderson. CustomerThink) not only can your company build and retain customer loyalty through an improved, invigorated customer experience in 2017, you will likely own a valuable strategic advantage over competitors if you invest in that experience today.

Customer Service 326

Customer Service Journey mapping Customer Experience Feedback 326

Kayako

JANUARY 12, 2017

It’s easy to rush into 2017 without appreciating the good parts of 2016: there is now a lot of great content out there that supports you, the customer advocating superhero! Here’s our list of the best articles from last year to help you understand the trends and show how you can provide an amazing customer experience in 2017.

Customer Experience 79

Customer Experience Chief Customer Officer Customer centricity B2B 79

Beyond Philosophy

JULY 19, 2018

The British Medical Association (BMA) lobbied for an opt-out system for organ donation in the UK, and in late 2017, Prime Minister Theresa May announced that England would do it, following the lead of Wales who had implemented the system. 13 October 2017. 5 July 2017. 4 October 2017. www.youtube.com. 26 April 2018. <

Customer centricity 498

Customer centricity Government Customer Experience Consulting 498

Calabrio

FEBRUARY 16, 2017

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. In 2017, we’ll see leading marketing organizations expand to incorporate contact center touchpoints with voice-of-the-customer analytics technology. Ready for 2017 and beyond? Start here.

Customer centricity 61

Customer centricity Contact Center Call Center outsourcing 61

TRUSTID

DECEMBER 28, 2017

Throughout 2017, we’ve discussed many of the top challenges facing contact centers and the authentication industry. With unchanging personal data in the hands of hackers, identity thieves can potentially use the details to apply for new lines of credit at any time. As we move into 2018, we thank you for visiting the TRUSTID blog.

Contact Center 50

Contact Center Banking Wireless Call Center 50

Vonage

FEBRUARY 23, 2017

This leaves delivering a speedy, personalized and friendly customer experience as the best way to differentiate your business from its competitors. The post Everything you need to know about the consumer of 2017 appeared first on Blog | NewVoiceMedia. In the digital age, prices and products are easily imitated.

Multichannel 87

Multichannel Self service Contact Center Advertising 87

Revation Systems

DECEMBER 11, 2017

Just as modern technology has transformed communication in our personal lives, current digital innovations are completely restructuring the traditional contact center business model — significantly changing the way consumers and businesses communicate. The post Contact Center Trends for 2017 appeared first on Revation Systems.

Contact Center 48

Contact Center Self service Technology Enterprise 48

Avaya

JUNE 27, 2017

That’s exactly why HITEC 2017 exists. Avaya Oceana™ Solution: Avaya Oceana personalizes every step of every customer interaction, enabling hotels to reimagine CX possibilities like never before. In a world where 74% of guests appreciate hotels that can personalize service and offers, Avaya Oceana is critical.

Entertainment 53

Entertainment Education CRM Technology 53

Mindtouch

APRIL 17, 2017

We compiled the list of 2017’s TOP 100 Customer Success Strategists who are well known and reputable around the world so that you can: Easily find a community of thought leaders in one place. Marvin Storey , HP, Director Customer Experience Personal Systems, @HP, LinkedIn. Check here to see if you made the cut and get your badge!

Chief Customer Officer 91

Chief Customer Officer Education Consulting Consulting 91

RichCall

SEPTEMBER 13, 2017

Global Contact Centre Benchmarking Report, Dimension Data 2017. The The 2017 Global Benchmarking Report (pdf) suggests that the top trends are: CX as the differentiator (82.%). personalization. Here are the experts: @Jon Arnold , an independent research analyst with a great blog. of companies. omnichannel. mobile apps.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

Provide Support

MARCH 7, 2018

In 2017 alone, over 269 billion emails were sent every single day. © 2003 - 2017 Provide Support LLC. Published in Provide Support Blog , 2018. Despite the rise of social media, live chat services and chatbots, email is still one of the most commonly used communication channels for businesses and individuals all over the world.

Personalization 45

Personalization Customer Service Chatbots Contact Center 45

Comm100

JULY 20, 2020

Guest blog – Nahla Davies is a software developer and tech writer. Understanding things like the type of content to publish, topics to focus on, and choosing a blogging platform. After all, not all blogging platforms are created equally, and choosing wrong can negatively affect the whole experience. You can find her on LinkedIn.

Chatbots 52

Chatbots Finance Marketing Surveys 52

LiveChat

MAY 25, 2018

4 years ago, I was given the challenge to write my first article for the LiveChat Blog. For the record, LiveChat Blog had a small audience back then and our job was to get traffic to our blog and make it popular. Decide what to write about on your blog. And that is the main focus of our blog. Nothing personal.

Inbound sales 66

Inbound sales Marketing Personalization Customer Service 66

Beyond Philosophy

APRIL 18, 2017

In every other category, from breakfast cereals to personal care items to laptops, at least two thirds of people shopped around. My colleague’s 19-year-old daughter, on the other hand, hops from one makeup brand to another based on reviews, blogs and what her friends are buying. For cosmetics and shoes, almost everyone did. Here’s Why.

Sales 310

Sales Consulting Consulting Customer emotions 310

Talkdesk

NOVEMBER 9, 2017

This post is part of Talkdesk’s live-blogging series for Dreamforce 2017. To see all of Talkdesk’s Dreamforce 2017 highlights, visit our Dreamforce 2017 landing page. 3 Top Technology Trends from Dreamforce 2017: It’s About Artificial Intelligence. It’s all about solving a specific problem.

Technology 41

Technology Chatbots Sales Healthcare 41

Talkdesk

NOVEMBER 9, 2017

This post is part of Talkdesk’s live-blogging series for Dreamforce 2017. To see all of Talkdesk’s Dreamforce 2017 highlights, visit our Dreamforce 2017 landing page. At Dreamforce 2017, Talkdesk brought together three cutting-edge technology companies to discuss the top technology trends in service and inside sales.

Technology 41

Technology Chatbots Sales Healthcare 41

Beyond Philosophy

MAY 14, 2015

Their Customer Service Success Blog reported some interesting stats to consider about Customer’s self-service options, including: By 2017, Only 1/3 of Customer service interactions will require human assistance. Trust allows your Customers to feel comfortable handing you their business (and personal information).

Self service 402

Self service Best practices Customer Experience Call Center 402

aircall

OCTOBER 16, 2017

There’s little doubt that humans will continue to hold the key to personalized customer service, but ignoring the emerging technologies that may assist along the way could be a regrettable error. What trip to Silicon Valley would be complete without a closer look at the risks and opportunities associated with artificial intelligence?

Customer Service 48

Customer Service B2B Contact Center Call Center 48

Calabrio

FEBRUARY 16, 2017

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. In 2017, we’ll see leading marketing organizations expand to incorporate contact center touchpoints with voice-of-the-customer analytics technology. Ready for 2017 and beyond? Start here.

Customer centricity 40

Customer centricity Contact Center Call Center outsourcing 40

Talkdesk

OCTOBER 16, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. From the sales side you want your reps making personalized, high value calls.

Contact Center 40

Contact Center Self service Call Center Analytics 40

Clarabridge

MAY 4, 2017

Adam and his team mine their customers’ social media profiles for information that can lead to better and more personalized experiences. For example, when one customer shared that she had named her dog after one of The Restaurant Group’s franchises, Adam and his team mailed her a personalized diamante collar.

Customer Service 45

Customer Service Best practices Feedback Consulting 45

Beyond Philosophy

OCTOBER 25, 2017

Milliman and his team theorized that slow music caused people to slow down and see more items they needed in the store (like cookies, as a completely random and not at all personal example). 4 October 2017. 16 October 2017. < To read the full study, please click here. Follow Colin Shaw on Twitter @ColinShaw_CX.

Consulting 313

Consulting Consulting Customer Experience Marketing 313

Talkdesk

SEPTEMBER 14, 2017

Opentalk 2017 was packed with thought leadership from some of the most customer-centric leaders and companies of our time. The Opentalk 2017 Video Library is your team’s chance to re-experience those speaking sessions. But, they may also be thinking, ‘Oh, my goodness, is this going to supplant me as a delivery person?’

Feedback 40

Feedback Customer centricity Marketing Customer Service 40

Mindtouch

SEPTEMBER 22, 2017

2017 TOP25 Content Experience Influencers. These winners not only implement, but influence others through public speaking, webinars, and thought leadership assets (blog, social, white papers). 2017 – TOP200 Content Experience Strategists – People’s Choice Award. Joe Welinske , Program Manager, ConveyUX — @welinske — [link].

Consulting 54

Consulting Consulting Education Enterprise 54