ShepHyken

MAY 3, 2019

This shift is largely due to the digital transformation that has disrupted our entire society over the past quarter-century, and the mantra of maximizing the customer experience has grown directly out of that transformation. The post Guest Blog: Why Convenience is a Key Differentiator in CX appeared first on Shep Hyken.

Chatbots 284

Chatbots Customer Experience Marketing Customer Support 284

ShepHyken

DECEMBER 14, 2020

CXM) The digital transformation of companies accelerated significantly in 2020. In particular, they had to quickly adopt remote work and further increase their use of digital channels. The pandemic is a watershed moment for digital transformation in customer service by Vala Afshar.

Customer Service 341

Customer Service Entertainment Customer Experience Marketing 341

TechSee

JUNE 16, 2022

As companies embrace the digitization of customer support, the new standard is much more than a phone conversation with a call center representative or a visit from a field agent. Brian Cantor, Managing Director, Digital at Customer Management Practice. Steven is an expert in customer experience in a digital world.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

ShepHyken

NOVEMBER 30, 2018

Making for a jointly admirable and problematic reality, the customer contact community often takes a lofty, wide-eyed approach to strategy and technology. By taking these actions, you will achieve “quick wins” and position your organization for valuable long-term transformation. Goal: Improve Customer Loyalty. It Had Better Be!

Abandon rate 236

Abandon rate Journey mapping Average Handle Time Customer centricity 236

ChurnZero

DECEMBER 9, 2020

If you’re eager to learn more about the Customer Success space too, we’ve compiled a list of industry blogs you should follow and bookmark that can help provide you with all the insights, strategies and guidance you need. Must-Read Customer Success Blogs. The Success League Blog. Tri Tuns Blog. Higher Logic Blog.

Consulting 98

Consulting Consulting Best practices Upselling 98

ShepHyken

APRIL 13, 2018

These reasons are reflected by the CCW Executive Report on Contact Center Priorities for 2018, where increasing the “voice of the customer” strategy is the #3 contact center priority this year. The digital transformation has provided plenty of channels through which to survey: email, IVR, text, outbound voice, and even IM.

Feedback 206

Feedback Contact Center Journey mapping Surveys 206

CX Accelerator

JULY 1, 2020

Digital First Mentality. Companies with business continuity (BC) plans and with digitally transformed solutions found it easier to adjust. Even for prepared companies, this pandemic definitely battle tested the maturity of those BC plans and their digital maturity. Digital First. Changing Expectations.

contact center solutions 266

contact center solutions Morale Contact Center call center solutions 266

TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. As the Head of Customer Support and Engagement at HotDoc, she is responsible for leading the customer support and engagement strategy.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

ShepHyken

JANUARY 6, 2017

This week on our Friends on Friday guest blog post my colleague, Vince Jeffs, examines the hot topic of artificial intelligence (AI) and it’s impact on the customer experience. As firms reengineer outdated processes, they transform them – removing some roles, but creating brand new ones. Shep Hyken.

Customer Experience 215

Customer Experience Telecommunications Technology Banking 215

Relay Blog

JANUARY 15, 2019

Welcome to part three of our Digital Transformation for Customer Support series! The post Digital Transformation for Customer Support Part 3: Self-Service Support as a Strategy appeared first on Relay. In case you.

Self service 40

Self service Customer Support 40

Beyond Philosophy

AUGUST 17, 2023

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. Pine says he was inspired by Norton’s article in the Strategy and Leadership Journal when Norton wrote that “experience was time well spent.”

Customer centricity 195

Customer centricity Self service Consulting Consulting 195

Enghouse Interactive

JANUARY 13, 2021

Blog Series #1 of 4: New decade! Doing so will transform your contact center from a cost-center into a revenue generator. Watch for our next blog in this series, coming January 26th. McKinsey & Co – May 2020: McKinsey’s Framework for Digital Transformation Strategy. AI, Teams UC and Video. .

Contact Center 60

Contact Center Scripts Cloud contact Technology 60

Beyond Philosophy

MAY 15, 2023

times effectively engage customers on digital channels 2.9 times successfully implement CX automation strategies 2.8 On the other hand, businesses that perceive recessions as opportunities to innovate and refine their customer experience strategies can reap substantial rewards. Written in partnership with Verint.

Customer Experience 195

Customer Experience Self service Feedback Management 195

Enghouse Interactive

SEPTEMBER 1, 2020

It’s Not an Option – It’s Expected (Blog Series). In our first blog, we explored how customer expectations are rapidly changing and what organizations should consider as part of their Self-Service strategy. Blog #2 of 3: Self-Service puts the Customer Experience in their Hands. Digital literacy is the new normal.

Self service 79

Self service Contact Center Chatbots First call resolution 79

CX Accelerator

JULY 1, 2020

Digital First Mentality. Companies with business continuity (BC) plans and with digitally transformed solutions found it easier to adjust. Even for prepared companies, this pandemic definitely battle tested the maturity of those BC plans and their digital maturity. Digital First. Changing Expectations.

contact center solutions 182

contact center solutions Morale Contact Center call center solutions 182

Eptica

JANUARY 9, 2019

Date: Wednesday, January 9, 2019 Author: Anne-Claire Bellec - Marketing Director Reviewing 2018 – our top 10 blog posts from the year. At the Eptica blog we’ve looked at all of our posts from 2018 and come up with a top 10 of the most popular and topical, based on the number of views, comments and general feedback.

Average Handle Time 89

Average Handle Time Best practices Surveys Chatbots 89

Zappix

FEBRUARY 1, 2024

Enter the era of Digital Self-Service—a transformative solution that addresses these challenges and propels customer support into the future. In this blog, we’ll explore the key benefits and comprehensive capabilities of Digital Self-Service, shedding light on how it can revolutionize your customer service strategy.

Self service 52

Self service Customer Support Average Handle Time Wait times 52

24-7 InTouch

APRIL 26, 2024

This blog explores how companies can synchronize AI adoption with effective risk management to foster a robust, safe, and customer-centric business environment. Strategies for Synchronizing AI Adoption With Risk Management Integrating AI into customer experience should balance innovation and caution.

Government 52

Government Customer centricity Technology Management 52

Comm100

MARCH 20, 2024

In an era where public trust in government institutions is understandably sensitive, the need for robust and transparent communication strategies has never been more critical. When done right, digital communication offers governments and agencies the opportunity to build, maintain, and restore trust.

Government 75

Government Chatbots Self service Wait times 75

Aspect

NOVEMBER 2, 2018

The past few years have seen digital disruption move at an incredible pace, transforming almost every element of our lives; from our ease of access to services to how we purchase goods, and how we lead our everyday lives both at home and in the working environment.

Customer centricity 149

Customer centricity Wait times Self service Technology 149

Comm100

MAY 25, 2022

Prices have soared in other areas too, particularly as inflation approaches double-digit numbers in some places. In any case, the resulting challenges have made certain that customer service has to adapt and make transformational changes to keep up with how the rest of the world has changed.

Customer Service 52

Customer Service Contact Center Interactive Voice Response outsourcing 52

Lumoa

JULY 17, 2023

Key Drivers of Successful Customer Experience Digitization Today, businesses must continually evolve to address the needs of their customers. Embracing new technology solutions and digitizing customer experience has become a crucial part of this evolution. Personalized digital journey 4. Optimizing your online presence 2.

Customer Experience 83

Customer Experience Chatbots Feedback Surveys 83

Totango

JANUARY 2, 2024

More importantly, you need an organizational strategy that ensures your customers don’t just come to you but stay, thrive, and become your biggest promoters. In a recent webinar, I explored how CS Operations professionals can be the ideal change agents to help drive this transformation and unlock new business growth.

Automotive 99

Automotive Journey mapping Self service Sales 99

AWS Machine Learning

MARCH 4, 2024

Looking back to 2021, when Anthropic first started building on AWS, no one could have envisioned how transformative the Claude family of models would be. We’ve only begun to tap generative AI’s potential to automate complex processes, augment human expertise, and reshape digital experiences.

Benchmark 134

Benchmark Finance Engineering Enterprise 134

NobelBiz

MARCH 26, 2024

While there’s no one-size-fits-all solution to address all operational and customer-related challenges for businesses, Customer Experience Automation (CXA) has emerged as a compelling strategy for a lot of businesses these days. RELATED ARTICLE What Is ACD – Automatic Call Distribution System?

Best practices 52

Best practices Interactive Voice Response Customer Experience Contact Center 52

Comm100

JANUARY 17, 2024

Lean into Automation – Transforming Customer Service with AI & Human-Bot Harmony In a world where immediacy and personalization have become the cornerstones of brand communication, the realm of customer service is undergoing a revolutionary transformation. The digital revolution has altered the landscape of customer interactions.

Customer Service 74

Customer Service Chatbots Customer centricity Feedback 74

Eptica

JULY 8, 2022

Our latest blog explains the essential role of knowledge and highlights key requirements for an effective knowledge management strategy. Creating a framework for digital transformation. Our latest blog explains the essential role of knowledge and highlights key requirements for an effective knowledge management strategy.

Management 71

Management Best practices B2B Customer Service 71

Expivia

FEBRUARY 15, 2024

The Evolutionary Shift in Contact Center BPO Strategy The landscape of Business Process Outsourcing, especially within contact centers, is witnessing a monumental shift. link] The Critical Role of AI in Transforming Contact Center BPOs AI is not just a tool but a game-changer in the contact center industry.

Contact Center 52

Contact Center Business Process Outsourcing outsourcing Technology 52

OctopusTech

JANUARY 24, 2024

The goal of this blog is to clarify the complexities surrounding virtual assistants, including their uses and the variables that will affect their price in 2024. Unlike their digital counterparts, human virtual assistants are real people with the ability to engage in complex interactions, demonstrate empathy, and adapt to various scenarios.

Real estate 62

Real estate Healthcare Scripts Technology 62

24-7 InTouch

MARCH 19, 2024

As brands navigate the complexities of integrating generative AI into their customer experience strategy, industry experts like Jeff Fettes, CEO of Laivly, shed light on the benefits and considerations essential for unlocking the true potential of AI-driven interactions. But what lies beyond the surface of this cutting-edge tool?

Customer Experience 52

Customer Experience Chatbots Technology Personalization 52

aircall

AUGUST 4, 2021

This significant growth indicates that companies will likely invest in strategies to bring employees together, despite them working remotely. The same study also found that many companies now perceive digital communication as the “new lifeblood” for business. Managing the Digital Transformation. billion through 2024.

Employee engagement 108

Employee engagement Consulting Consulting Morale 108

aircall

OCTOBER 24, 2022

There’s no shortage of business literature advocating for digital transformation. But digital transformation means different things to businesses in different growth stages. For small-to-medium businesses (SMBs) there’s a stronger focus on digital transformation cost saving.

Finance 48

Finance Benchmark Management Technology 48

3CLogic

APRIL 10, 2024

A digital-first approach lies at the core of every contact center’s transformation strategy, yet solely relying on digital channels risks damaging your customer service. The CTI’s screen pop is visible within the agent’s ServiceNow workspace and facilitates both inbound and outbound call handling.

Management 64

Management Call Logging CRM Call flow 64

NobelBiz

FEBRUARY 6, 2024

This article, inspired by insights from Holly Depies , contact center software consultant and SMS expert at Nobelbiz aims to unravel the complexities of SMS marketing, from compliance hurdles to strategic innovations, equipping you with the knowledge to transform your SMS campaigns into potent engagement tools.

Contact Center 98

Contact Center Automotive contact center solutions Cloud contact 98

Creative Virtual

JUNE 30, 2022

While there has been buzz for years about digital transformation, the shift to digital has now become an imperative for many businesses to stay competitive. According to Forrester , 72% of APAC decision makers report an accelerated shift to digital business as a high or critical priority over the next 12 months.

Virtual Agent 52

Virtual Agent Chatbots Technology Surveys 52

Upstream Works

NOVEMBER 4, 2021

This is fine for routine updates of existing technology, but this is not sufficient for legacy-based contact centers as they try to keep up with digital-first customers. A transformational approach is needed, making omnichannel a top priority for IT decision makers. Learn more about our omnichannel contact center solutions here.

Contact Center 78

Contact Center contact center solutions Call Center Multichannel 78

Totango

NOVEMBER 8, 2021

As more consumers turned to e-commerce, more companies had to step up their digital game, in turn forcing SaaS providers to deliver so brands could satisfy their buyers. This accelerated a digital-first customer success transformation that was already in motion before the pandemic. Why Do You Need to Elevate Customer Experience?

Customer Experience 103

Customer Experience SaaS Best practices Surveys 103