ShepHyken

FEBRUARY 18, 2024

Perhaps that’s why you’ll find at least two articles about loyalty in this week’s roundup. by Reuben Yonatan (Fast Company) Customer service (CS) and customer experience (CX) are the two faces of the same coin and go hand in hand with each other. For me, customer service is more than support. It’s not a department.

Customer Service 151

Customer Service Gamification Customer retention Customer Experience 151

Lumoa

JANUARY 9, 2018

That’s what we asked each of them: How do you see the future of customer experience?? Some hints: big data, omnichannel, personalisation, AI and organizational culture. Some hints: big data, omnichannel, personalisation, AI and organizational culture. How to overcome those challenges?

Customer Experience 141

Customer Experience Big data Customer centricity Technology 141

Creative Virtual

SEPTEMBER 7, 2022

This is not surprising given the pressures on organisations to improve digital experience and provide smarter automation. This is why AIxOutlook, a part of Sceptertech Digital, are conducting their Best Practice Research. By Chris Ezekiel, Founder & CEO. Conversational AI is a very hot and in-demand technology right now.

Virtual Agent 52

Virtual Agent Chatbots Benchmark Best practices 52

Enghouse Interactive

JANUARY 15, 2021

While it is difficult to predict the near-future, focusing on five key areas for improvement will help get your contact centre fit for 2021, and beyond, however the world evolves. Deliver a personalised experience. Personalising calls by integrating telephony and CRM so that agents have full customer details at their fingertips.

Self service 40

Self service CRM Quality management Feedback 40

Lumoa

OCTOBER 31, 2018

We asked 15 experts these three questions to figure out what direction industry is taking: How do you see the future of customer experience? So, what should we expect in the nearest future? Some hints: big data, omnichannel, personalisation, AI and organizational culture. How to overcome those challenges?

Customer Experience 64

Customer Experience Customer centricity Education Consulting 64

Creative Virtual

OCTOBER 4, 2021

We live at a time where customer experience (CX) is the key competitive differentiator, and that’s why I’m really surprised when I experience particularly bad customer service. In fact, she was quite annoyed and advised me that in future I shouldn’t chase up if I don’t hear anything as this just delays things. I sent over ten emails.

Virtual Agent 59

Virtual Agent Customer Service Sales Personalization 59

Infinity

JULY 7, 2019

Overflowing lakes of data mean nothing if you don’t know what to do with them, or why you’re doing it. The data in this blog comes from The Future CMO, a report we have sponsored for The Times and Raconteur. Download it for free here. The journey matters. The end of generic? Adopting the right tech platforms will help with this.

Marketing 40

Marketing Advertising Metrics Surveys 40