ShepHyken

DECEMBER 28, 2018

This week we feature an article by Pradeep Rathinam who writes about how we must understand what the large population of millennials expect when it comes to customer service. – Shep Hyken. And, AI will deliver those insights , along with instant gratification, so it’s a win/win. Get creative!

Customer Service 243

Customer Service Self service Customer Support Scripts 243

ShepHyken

AUGUST 23, 2019

This week we feature an article by Martin Frascaroli who talks about why it is important to meet your customer needs using omnichannel customer service. . Your potential customers want to buy quickly and comfortably through an integrated experience. The answer is in Omnichannel Customer Service, and we’ll tell you why.

Customer Service 270

Customer Service Customer retention Self service Sales 270

ShepHyken

JANUARY 18, 2019

This week we feature an article by Tim Houlne who writes about the importance of integrating technology into your business to provide the optimum customer experience. – Shep Hyken. Time to start planning for your 2019 customer experience initiatives. Would you consider that a great customer experience?

Customer Experience 232

Customer Experience Airlines Average Handle Time Contact Center 232

ShepHyken

JUNE 16, 2017

This week we feature an article by Felix Winstone who says that while technology has impacted our approach to customer service, the oldest channel of communication, voice, is the most important. Approaches to customer service are continually shifting to keep up with how people adopt new technology. Shep Hyken.

Customer Service 211

Customer Service Self service Personalization Technology 211

Beyond Philosophy

DECEMBER 28, 2023

This year has been the year of AI. We hosted the Global Customer Service Experience Director of Alvarez & Marsal Alex Mead ( alexmead@sky.com ) recently to talk about it, and I wanted to share what we discussed here with all of you, too. Mead says that he believes AI will reduce customer effort in experiences.

Airlines 221

Airlines Self service Call Center Personalization 221

BlueOcean

MARCH 26, 2018

In the customer support space, AI is changing the customer experience for better or for worse depending on the elegance of your deployment. And the new world of AI is creating out-of-this-world efficiencies for businesses who are leveraging it effectively. Are you ready for your robo-coworkers?

Customer Service 67

Customer Service Chatbots Finance Healthcare 67

ShepHyken

MARCH 9, 2018

This week we feature an article by Gemma Baker who writes about how the customer service world has changed with the development of digital communication channels. – Shep Hyken. It is no secret that customers are turning towards digital communication channels when contacting organizations. Provide a Quicker Answer.

Customer Service 189

Customer Service Chatbots Advertising Technology 189

Calabrio

NOVEMBER 25, 2020

In fact, the pace of change is only accelerating affecting nearly every facet of our lives, from how we bank, shop and socialize to how we respond to a pandemic. These changes in consumer behavior and expectations, combined with new technologies, are starting to completely transform the contact center.

Contact Center 122

Contact Center Self service Analytics Banking 122

Fonolo

JANUARY 14, 2020

Which customer service blog posts helped to shape the last decade for you? . When we look back at the customer support industry in 2010, we see a very different beast to the one we work in today. Here, we cover the 20 best customer service blogs and influencers to follow in 2020. Jeanne Bliss.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

ShepHyken

DECEMBER 13, 2019

This week we feature an article by Darcy Alexander who shares a checklist to guide us through the process of selecting the best CX vendors for our customer experience initiatives. When embarking on a customer experience (CX) change initiative, there are few decisions more critical to success than selecting the right vendor.

APIs 254

APIs Enterprise Government Customer Experience 254

Tethr

DECEMBER 29, 2020

Here are our top ten blogs of 2020: 10. Make QA Matter: Introducing Tethr’s Agent Impact Score (AIS). This year, we introduced the Agent Impact Score (AIS), a new way to measure the criteria that will make a difference to your company’s performance. Power and Tethr collaborate to fuel customer experience insights.

Analytics 72

Analytics Call Center Enterprise Sales 72

Enghouse Interactive

SEPTEMBER 29, 2020

AI Makes It Possible (Blog Series). Blog #1 of 4: The Customer Experience. Customer Perception = Their Reality. How is it evaluated by your customers – do they think it’s good, bad or are they indifferent? Because that approach is not reflective of the customer’s overall experience. What is it?

Interactive Voice Response 80

Interactive Voice Response Chatbots Self service Enterprise 80

Enghouse Interactive

FEBRUARY 9, 2021

Trends and Realities of Successful Organizations (Blog Series). Contact centers, using AI and UCaaS, drive better customer service perceptions, agent performance and improve overall outcomes . Blog #3 of 4: Customer-facing agents. AI – Finds What’s Been Overlooked. Chatbots for Customers (31.0%

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

Beyond Philosophy

DECEMBER 7, 2023

He had a lot of interesting insights in terms of the interface between AI and human employees. As we develop AI into our systems, we will need to determine what AI will replace, what it will augment, and what it will add. Another thing Tom said was that people use employees now to help in the Customer Experience.

Customer Experience 221

Customer Experience Chatbots Customer centricity Education 221

Beyond Philosophy

JANUARY 4, 2024

This year is about artificial intelligence (AI). As we see it coming, I know a lot of organizations diving into AI integrations. The same thing is happening with AI. Different departments within an organization are looking for ways to integrate AI, but they aren’t talking to each other.

Customer centricity 243

Customer centricity Morale Finance Education 243

ShepHyken

FEBRUARY 18, 2024

Each week, I read many customer service and customer experience articles from various resources. Customer Service versus Customer Experience: Master both! My Comment: I’ve written about the difference between customer service and customer experience in the past. It’s not a department.

Customer Service 151

Customer Service Gamification Customer retention Customer Experience 151

Beyond Philosophy

SEPTEMBER 14, 2023

Are you ready for AI? Author, speaker, consultant, and The Agile Brand podcast host Greg Kihlstrom , ( www.gregkihlstrom.com ) Principal Chief Strategies for GK5A, joined us on a recent podcast to discuss what it takes to be prepared to implement AI and improve your customer experience. Some firms are. It didn’t.

Self service 221

Self service Analytics Personalization Consulting 221

Enghouse Interactive

OCTOBER 21, 2020

AI Makes It Possible (Blog Series). Blog #4 of 4 The MORE you know. How AI-Enabled Super-Agents Improve CX. As we saw in yesterday’s webinar, both enhancing the Customer Experience (CX) and understanding the Voice of the Customer (VoC) are inextricably linked… for the better. The more YOU KNOW. .

Self service 76

Self service Contact Center Benchmark Chatbots 76

ShepHyken

JUNE 30, 2017

This week we feature an article by Shaista Haque who writes about the top technology trends of 2017 that she believes will disrupt customer experience benchmarks. The breakthrough technologies have swamped the world and it’s the truth that all this change has been enticing for most of us. Shep Hyken.

Government 220

Government Technology Benchmark call center software 220

Enghouse Interactive

JANUARY 27, 2021

Trends and Realities of Successful Organizations (Blog Series). Video outperforms all other communications methods when agents and customers need to quickly resolve an issue. This blog will provide some insight into the benefits that can be extracted from video along with how. Blog #2 of 4: It’s NOT just another channel.

Contact Center 92

Contact Center Technology Customer centricity Analytics 92

SmartAction

JULY 11, 2018

As a lifelong customer service professional, you’ve watched the customer service function change from necessary evil to cornerstone of business success. AI automation’s most impactful ROI promise is in helping call centers conquer headcount challenges.

Customer Service 40

Customer Service Call Center Self service Interactive Voice Response 40

Enghouse Interactive

SEPTEMBER 1, 2020

It’s Not an Option – It’s Expected (Blog Series). Register for our upcoming webinar “When, How and Why Customers Self-Help” with Steve Morrell, Managing Director and Principal Analyst of Contact Babel and John Cray, Vice President – Product Management, Enghouse Interactive. Addressing Customer Needs.

Self service 79

Self service Contact Center Chatbots First call resolution 79

ShepHyken

NOVEMBER 2, 2018

This week we feature an article by Catalin Corzini who shares information about how chatbots can provide a better experience and how to customize the customer journey when using chatbots. – Shep Hyken. Shortly, there were websites and businesses take advantage of the myriad of functionality that chatbots were providing to customers.

Chatbots 219

Chatbots Personalization Healthcare Government 219

Beyond Philosophy

AUGUST 25, 2022

Providing proactive experiences is part of the future I see for Customer Experience , a side effect of Customer Science. For those who read this newsletter, you know that Customer Science is where we have a convergence of artificial intelligence (AI), data, and behavioral sciences. Defining Proactive.

Cloud contact 369

Cloud contact Contact Center Construction Consulting 369

Comm100

SEPTEMBER 19, 2022

Integrating chatbots powered by AI into your business is a fantastic way to keep one step ahead of your competitors and provide superior customer service. It also improves the level of interaction between your company and its customers. Customization and personalization. Natural Language Processing.

Chatbots 61

Chatbots Abandon rate CRM Education 61

Beyond Philosophy

FEBRUARY 20, 2020

We recently learned about the inventor of the hashtag Chris Messina’s concept of Conversational Commerce and how it has changed the way brands interact with their customer on social media platforms. We spoke with Messina in a recent podcast about how a brand can humanize itself for its customers. AI Will Change And We Will, Too.

Construction 406

Construction Chatbots Consulting Consulting 406

Enghouse Interactive

JANUARY 13, 2021

AI, Teams UC and Video. . Blog Series #1 of 4: New decade! Anything that dramatically or fundamentally changes how agents and staff do things, has been proven to lead to failure, more often than not *. Customer First” drives success. Customer service has become the top business priority. New approach?

Contact Center 60

Contact Center Scripts Cloud contact Technology 60

Beyond Philosophy

AUGUST 17, 2023

Many years ago, I read a book that changed my life, The Experience Economy by Joe Pine, founder of Strategic Horizons. As a pioneer in the experience movement, Pine has a new customer strategy concept that we discussed on a recent podcast, so I thought I would share what we learned here as well. Your experience provides that for them.

Customer centricity 195

Customer centricity Self service Consulting Consulting 195

Comm100

MAY 25, 2022

In the past few years, massive social changes have upset the business community. These changes have occurred across industries and have accelerated the adoption of new technologies. Further social upheavals amongst workers and customer expectations have also occurred. Redefining the Customer Agent Experience.

Customer Service 52

Customer Service Contact Center Interactive Voice Response outsourcing 52

Beyond Philosophy

JANUARY 12, 2022

The late Steve Jobs said at a 1997 Apple World Worldwide Developers Conference, “You’ve got to start with the Customer Experience first and work backward towards the technology.” However, customers are changing how they have experiences these days, and organizations that don’t keep up will be left behind.

CRM 348

CRM Technology Personalization Contact Center 348

Beyond Philosophy

MARCH 31, 2020

We repeated the research a year later when the economy was in full speed recovery mode and while some key drivers remained the same we found a noticeable and consistent change in every model we ran. The world and the market had changed! But there are other, not-travel related customer experience shambles too!

Airlines 499

Airlines Healthcare Government Self service 499

Comm100

FEBRUARY 6, 2023

To drive business, attract new clients, and retain existing ones, financial institutions must invest in improving their customer experience. Enhancing your customer experience is important not just because it will increase customer loyalty and satisfaction but because customers also expect it.

Customer Experience 76

Customer Experience Brand ambassadors Self service Chatbots 76

ShepHyken

DECEMBER 14, 2020

Each week I read a number of customer service and customer experience articles from various resources. The 6 Top Customer Experience Trends in 2021 by Julien Rio. The pandemic is a watershed moment for digital transformation in customer service by Vala Afshar. Here are my top five picks from last week.

Customer Service 341

Customer Service Entertainment Customer Experience Marketing 341

AWS Machine Learning

MARCH 4, 2024

Amazon Bedrock is the best place to build and scale generative AI applications with large language models (LLM) and other foundation models (FMs). It enables customers to leverage a variety of high-performing FMs, such as the Claude family of models by Anthropic, to build custom generative AI applications.

Benchmark 135

Benchmark Finance Engineering Enterprise 135

Enghouse Interactive

SEPTEMBER 10, 2020

It’s Not an Option – It’s Expected (Blog Series). Access the on-demand playback of our recent webinar “When, How and Why Customers Self-Help” with Steve Morrell, Managing Director and Principal Analyst of Contact Babel and John Cray, Vice President – Product Management, Enghouse Interactive.

Self service 52

Self service Abandon rate Contact Center First call resolution 52

ShepHyken

DECEMBER 13, 2021

Each week I read many customer service and customer experience articles from various resources. Please Hold: How AI Is Changing Customer Service in Call Centers by Defined.ai. VentureBeat) Excellent customer service is vital to the long-term success of any business. and the U.K.,

Customer Service 190

Customer Service Call Center Customer Experience Customer Support 190

Calabrio

NOVEMBER 25, 2020

In fact, the pace of change is only accelerating affecting nearly every facet of our lives, from how we bank, shop and socialize to how we respond to a pandemic. These changes in consumer behavior and expectations, combined with new technologies, are starting to completely transform the contact center.

Contact Center 52

Contact Center Self service Analytics Banking 52