Comm100

DECEMBER 12, 2023

This blog will delve into the top four customer service trends that are expected to take center stage in 2024. This blog is written for you, the experienced customer service professionals, who are the driving force behind these changes that will improve CX and internal efficiencies.

Customer Service 78

Customer Service Chatbots APIs Government 78

Tethr

AUGUST 27, 2020

The customer’s unadulterated perspective is the value VoC programs deliver, with the most worthy ones providing data to guide strategy. An NTT study found that 44 percent of enterprises now operate structured VoC programs to drive CX improvement and innovation. If not, you should be. Never miss a touchpoint.

Enterprise 117

Enterprise Customer effort Upselling Call Center 117

Comm100

SEPTEMBER 22, 2021

As COVID-19 pushed companies and their customers online, digital transformation has taken over the customer service space like never before. In the first part of our series on Digital Transformation in Customer Service , we looked at why businesses can’t afford to ignore digital transformation. Engaging With Leadership.

Customer Service 61

Customer Service Best practices Feedback Technology 61

Pointillist

JUNE 7, 2021

Pointillist surveyed over 1,150 CX, marketing, analytics and customer care professionals from various industries across the world to identify best practices, approaches, benchmarks and tactics used by top performing organizations. Journey Management Maturity Separates CX Leaders from the Pack.

Surveys 71

Surveys Management Journey mapping Customer centricity 71

aircall

MAY 24, 2021

A digital transformation strategy is critical for small businesses for many reasons. Setting up the right digital transformation framework makes a huge difference in how well your call center runs. What Is a Digital Transformation Framework? The same is true for your digital transformation framework.

Best practices 62

Best practices Call Center Technology Analytics 62

Upstream Works

AUGUST 5, 2021

One reason for rising cloud adoption is the variety of strong use cases, including better agent engagement, smarter call routing, improved self-service options, richer management reporting, more personalized CX, and more. Customers expect omnichannel CX and are rapidly gravitating to the newer channels, all of which are digital.

contact center solutions 78

contact center solutions Contact Center Journey mapping Call Center 78

ViiBE Blog

OCTOBER 28, 2021

ViiBE Blog > Remote Customer Service > Digital Customer Experience What is digital CX? Customer experience Insurance , Retail , SMB Kelly Dell October 28, 2021 Share this article Contents Share this article Contents It’s crucial nowadays for companies to understand what is digital CX (customer experience).

B2C 52

B2C Sales Technology Customer Experience 52

Pointillist

MAY 19, 2020

Pointillist surveyed over 1,050 CX, analytics, customer care and marketing professionals from a variety of industries across the world to discover what separates leaders from laggards. Over 50% of companies also have a role or team dedicated to journey management or journey analytics.

Management 94

Management Analytics Journey mapping Customer centricity 94

Nicereply

DECEMBER 19, 2022

It’s simple logic: without quality customer experience (CX) , your clients have no reason to stay with you. PS: Nicereply makes it easier than ever to gather CSAT data without pestering customers with long surveys. And the best way to understand your clients? They’re the beating heart of each brand. Greater Retention.

Customer Experience 52

Customer Experience Journey mapping Feedback Engineering 52

Eptica

NOVEMBER 28, 2018

GDPR and CX - six months on. Author: Pascal Gauvrit - CTO It is now six months since the May 25 deadline for General Data Protection Regulation (GDPR) compliance. The legislation transformed how organizations collect, store, protect and use personal data, both of customers and employees. Published on: November 28, 2018.

Best practices 66

Best practices APIs Personalization Analytics 66

Lumoa

MARCH 20, 2018

Actionability Actionability is the result of analytics leading to concrete decisions and changes and actions within the company. Long-term actions are based on the analytics results of the customer feedback. Customer experience has been on the rise during the last couple of years. So let’s start!

Customer Experience 114

Customer Experience B2C Journey mapping B2B 114

Netomi

JANUARY 5, 2022

Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Top 51 Customer Service Leaders and CX Influencers (Editor’s Choice): Adam Toporek.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Playvox

MARCH 27, 2023

Operating a successful contact center demands attention to a wide range of factors, from investing in your agents’ well-being and training to implementing the right tools and technology. The key to maintaining peak performance is to continuously optimize productivity and streamline operations.

Contact Center 84

Contact Center Gamification Coaching Quality management 84

REVE Chat Blog

FEBRUARY 12, 2020

In this digital age, the banks and financial institutions need to be digitally transformed to deliver a consistent customer experience in banking whether it is online or retail. This end-to-end integration also helps provide engaging customer experience and allows business transformation with Artificial Intelligence (AI).

Banking 76

Banking Customer Experience Chatbots Big data 76

ProProfs Blog

OCTOBER 25, 2021

In this blog, we will understand the growing importance of collecting customer feedback, discuss some must-have features, and explore over 40+ customer feedback software. Best customer feedback software offers different channels to collect data like surveys, website questionnaires, social and community feedback, online reviews, forms etc.

Feedback 148

Feedback Surveys Enterprise Analytics 148

REVE Chat Blog

NOVEMBER 6, 2019

Digital transformation and artificial intelligence (AI) have evolved customer expectations. Consistent and innovative CX has a great impact on the bottom line of the businesses. Consistent and innovative CX has a great impact on the bottom line of the businesses. Which contact center trends will make an impact and enhance CX?

Contact Center 82

Contact Center Interactive Voice Response Call Center Chatbots 82

JustCall

AUGUST 10, 2022

In this comprehensive blog, we will look at other Avoxi alternatives that demonstrate features that are similar to Avoxi but are a shade better in some way or another. This powerful software helps add context to every call and conversation, making it productive and efficient along the way. You’ve come to the right place.

Interactive Voice Response 52

Interactive Voice Response voip CRM call center software 52

Lumoa

MARCH 20, 2018

Actionability Actionability is the result of analytics leading to concrete decisions and changes and actions within the company. Long-term actions are based on the analytics results of the customer feedback. Customer experience has been on the rise during the last couple of years. So let’s start!

Customer Experience 64

Customer Experience Journey mapping B2C B2B 64

Pointillist

APRIL 26, 2018

As per the ‘State of Customer Experience in 2018’ survey , one of the biggest roadblocks to delivering exceptional customer experience is dealing with customer data. Unfortunately, most customer experience teams are struggling with legacy systems and data residing in disparate silos. By Swati Sahai. Is that too much to ask for?

Customer Experience 72

Customer Experience Analytics Customer centricity Accountability 72

Netomi

FEBRUARY 28, 2022

From introducing cryptocurrency to the Latin America market, to offering a free learning online platform for students and playing a key role in the digital transformation of health services, these leaders are making waves in the CX space, and inspiring others along the way. Register Now. Alexandra da Silva Rodrigues.

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64

Pointillist

MARCH 20, 2019

By Swati Sahai The importance of calculating your customer experience ROI cannot be overstated—how will you build, measure and regularly optimize your customer experience efforts if you don’t know the return on your CX investments? Follow the two steps below to calculate CX benefits: Step 1.

Customer Experience 59

Customer Experience Banking Metrics Analytics 59

inmoment

OCTOBER 1, 2019

Last week, I spoke to a group of executives in Singapore about CX intelligence ; specifically, how to use it to make meaningful, transformative business decisions. This is an issue for many businesses—according to Forrester , 74% of firms state they want to be insight-driven, but only 29% actually turn analytics into action.

Customer Experience 40

Customer Experience Banking Government Interactive Voice Response 40

REVE Chat Blog

JUNE 10, 2020

Customer expectations are changing and businesses need to adapt through digital transformation to understand the customers and their journey. Omni channel customer experience (CX) is very important to help businesses provide necessary insights into customer interactions and their behavior across their life cycle. Source: knexus.

Customer Experience 75

Customer Experience Journey mapping Self service Multichannel 75

Method:CRM

APRIL 3, 2023

Through this blog post, you’ll answer the question, “How do CRM systems improve customer experience?” But, whereas customer service is a single event in the customer journey, customer experience (CX) refers to your customer’s holistic perception of their experience with your business or brand. Let’s jump right in! What is a CRM?

CRM 52

CRM Customer Experience Self service Sales 52

Comm100

DECEMBER 13, 2021

In this blog, we’ll look at the four top reasons why credit unions need to offer live chat services in 2022, from improving member experience to gaining member insights. Today’s credit unions have to contend with an incredibly difficult challenge – finding the balance between online access and human interaction.

Banking 52

Banking Wait times Surveys Chatbots 52

CSM Magazine

DECEMBER 14, 2015

Speech Analytics Piloting. The improvement in speech analytics will entice many companies to start pilots for extracting insights from their contact center conversations with customers. Predictive Analytics Personalizing. Richer data hubs will enable companies to personalize experiences based on predictive models.

Customer Experience 45

Customer Experience Journey mapping Analytics Metrics 45

Pointillist

OCTOBER 22, 2018

In a recent Forrester survey, only 35% of CX professionals reported that they are measuring how their most important customers feel about their most important experiences. An even smaller number, 21%, were confident that they shared these metrics in an actionable way. How to Use Artificial Intelligence for CX Measurement.

Customer Experience 40

Customer Experience Analytics Metrics Multichannel 40

NobelBiz

APRIL 25, 2023

The call center industry is notorious for its high operating costs, making it imperative for businesses to find innovative ways to cut expenses while maintaining or improving the service quality. This comprehensive guide will explore the top 12 call center cost-reduction strategies to help unlock your business’s full potential.

Call Center 52

Call Center Average Handle Time First call resolution Contact Center 52

Pointillist

JULY 5, 2019

More importantly, she wants to know how your CX team will improve them. In this post, I’ll explain how you can raise your voice of customer program to the next level by providing seven powerful ways to supercharge it and make it actionable, so you can maximize the ROI of your VoC investments. Have You Surveyed Your Customers Today?

Analytics 45

Analytics Feedback Surveys Enterprise 45

Pointillist

NOVEMBER 18, 2021

Digital transformation priorities took center stage during the pandemic. Product leaders prioritize user experience and rely on product analytics tools to determine which initiatives will improve key metrics like adoption, usage, satisfaction and more. Product Analytics Platforms Fall Short. By Stephanie Ventura.

Self service 45

Self service Metrics Analytics Contact Center 45

Mindtouch

NOVEMBER 20, 2018

The agenda was jam-packed with thought-provoking keynotes and breakout sessions focused on uncovering competitive advantages and transforming routine conversations into amazing customer experiences. But how do you blend an objective, data-driven strategy with a subjective customer experience? 5 ways to blend data and experiences.

Self service 80

Self service B2B Customer centricity SaaS 80

Pointillist

SEPTEMBER 28, 2021

Enterprises expect contact center leaders to transform call centers into customer experience hubs, delivering the exceptional experiences that customers demand and drive long-term growth. But what lies beyond the contact center is critical to your ability to improve contact center performance and CX.

Contact Center 40

Contact Center Self service Metrics Analytics 40

Amity

APRIL 25, 2016

Alex curates the Customer Success Newsletter which is a weekly curated collection of 4 helpful articles from around the Customer Success community. Alex curates the Customer Success Newsletter which is a weekly curated collection of 4 helpful articles from around the Customer Success community. The Glide Consulting Blog.

SaaS 96

SaaS Chief Customer Officer Consulting Consulting 96

Pointillist

AUGUST 18, 2021

I recently sat down with three luminaries in the field of customer experience to discuss the highlights of Pointillist’s third annual report on the State of Customer Journey Management and CX Measurement. podcast and the Experience Maker Show. podcast and the Experience Maker Show. So let’s jump right into the key findings.

Education 40

Education Metrics Marketing Journey mapping 40

GetFeedback

NOVEMBER 18, 2019

Those words could not be truer when it comes to customer experience (CX) and to your business. . Asking for feedback about something you can’t change–or in such a way that you’re not sure what you need to change–is pointless. . You can’t take action on bad data. Contextualized (it provide insights, not just data).

Feedback 79

Feedback Surveys Construction Best practices 79

delighted

AUGUST 23, 2019

With the number of customer experience consultants and enterprise software vendors out there preaching complete organizational transformation (and requiring extensive budgets), it can be easy to believe that launching a customer experience program is a giant undertaking. Just start getting some feedback in the easiest, lightest way you can.

Customer Experience 41

Customer Experience Journey mapping Surveys Feedback 41

JustCall

APRIL 5, 2022

This CX-centric trend has rendered old communication methodologies ineffective. And that’s what we’ll discuss in this blog post: VoIP software and VoIP benefits. First, the cost-per-call is way less than what a traditional phone connection offers. What are some important VoIP benefits? And why do they matter?

voip 40

voip Interactive Voice Response Analytics Sales 40