COPC

APRIL 1, 2024

Technological advancements, notably artificial intelligence (AI), fuel customer experience transformation. Companies worldwide are grappling with leveraging technology to enhance the overall customer experience (CX). This method offers a more personalized and adaptable training experience.

Customer Experience 89

Customer Experience Gamification Benchmark Chatbots 89

COPC

JANUARY 9, 2024

Interview with Lance Gruner, Executive Vice President of Mastercard Global Customer Care Mastercard recently achieved certification to the COPC Customer Experience (CX) Standard for Customer Operations , a first for a Fortune 500 company. We aimed to make transactions not just safe but also simple, smart, and accessible.

Customer Experience 75

Customer Experience Customer centricity Customer Care Best practices 75

Beyond Philosophy

OCTOBER 5, 2023

Like many of you, our listener Brian Williams is grappling with the additional costs of doing business in our era of sustained inflation. He and his colleagues are in a pickle, and they asked for our help. So, naturally, they are concerned about this course of action, too.

Airlines 379

Airlines Consulting Consulting Education 379

CCNG

JANUARY 4, 2023

Elevating the Customer Experience (CX) is an obsession for the contact center industry, and rightly so. The experiences that customers have with your contact center condition the way they think about you as a supplier of goods and services and as a trusted part­ner in providing the things that they need and want in their lives.

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

Beyond Philosophy

MAY 21, 2021

From white lies to spare feelings to great big whoppers that deceive people for ulterior motives, lying is a part of life and, unfortunately, Customer Experiences. On the other axis, you can lie about facts or your values. The idea of dividing different types of deceptions helps us understand why people lie and when people lie.

Customer Experience 221

Customer Experience Consulting Consulting Personalization 221

ShepHyken

DECEMBER 24, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comments about each article and would like to hear what you think too. We’ll learn from the CXO of Bobby Jones Links (golf company) about employee empowerment and personalized customer experiences.

Customer Service 155

Customer Service B2C B2B Customer Experience 155

24-7 InTouch

APRIL 17, 2024

Hyderabad, India, April 18, 2024 – IntouchCX, a global leader in customer experience management, digital engagement, and technology solutions, has won nine awards, including five Gold, at the 2024 Asia-Pacific Stevie Awards. Learn more about the Stevie Awards at [link]. To learn more about us, visit intouchcx.com.

Contact Center 105

Contact Center Technology Sales Management 105

Beyond Philosophy

FEBRUARY 8, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. I need to use the restroom. My podcast partner only got two of five, but that was still pretty good, considering he’s from Ohio. It’s simple enough, yes?

Scripts 195

Scripts Consulting Consulting Personalization 195

24-7 InTouch

FEBRUARY 13, 2024

IntouchCX and Beliveo are leaders in the customer care industry, focused on pairing the highest customer experience with best-in-class technology. It also demonstrates both companies desire to drive greater depth of expertise and knowledge in the customer experience industry.

Contact Center 119

Contact Center Business Process Outsourcing outsourcing Call Center 119

SmartAction

JUNE 30, 2023

When it comes to customer service, most people believe that good customer service means receiving timely assistance to resolve any issues that may arise with a product or service. However, there is a deeper definition of customer service that many people fail to consider, and that is the overall customer experience.

Customer Experience 83

Customer Experience Customer Service Virtual Agent Self service 83

NobelBiz

NOVEMBER 13, 2023

As businesses prioritize customer satisfaction, understanding the nuances of measuring Customer Experience Return on Investment (CX ROI) has emerged as a strategic imperative. Customers who enjoy positive interactions are more likely to become repeat buyers, brand advocates, and contribute to a lower churn rate.

Customer Experience 111

Customer Experience Contact Center Call Center Revenue potential 111

CX Global Media

OCTOBER 15, 2018

If you’re a customer experience focused organization, there are a few core metrics that can differentiate you from everyone else – customer effort and first contact resolution top the list. The reason that people choose us for their network is because you get more than just a minute on some sort of pipe.

Customer Experience 211

Customer Experience Abandon rate Contact Center Coaching 211

Uniphore

DECEMBER 14, 2021

Uniphore joins Cisco SolutionsPlus Partner Program PALO ALTO, December 14, 2021 – Uniphore, the leader in Conversational Automation, announced today that it has joined Cisco SolutionsPlus, an industry-leading partner program that helps enterprise buyers design and implement complete end-to-end customer solutions.

Customer Experience 105

Customer Experience First call resolution Enterprise Upselling 105

IdeasUnlimited

MARCH 6, 2024

Catering to businesses of all scales, from fledgling startups to established enterprises, IdeasUnlimited provides an enterprise-grade customer service solution. The Power of Omnichannel Support In today’s digital era, customers interact with brands through multiple channels.

Customer Support 105

Customer Support Brand ambassadors Call Center Enterprise 105

The Petrova Experience

APRIL 3, 2024

Customer experience is the follow-through on brand promises across every interaction. Some organizations assume the importance of customer experience is limited to commercial brands. In fact, every organization that has a customer – a passenger, patient, or guest – makes promises to that customer.

Consulting 52

Consulting Consulting Customer Experience Engineering 52

CSM Magazine

MARCH 7, 2024

The Birmingham-headquartered BPO which started out with just 20 full-time staff in 2011 and now employs over 5,000 people in the UK, USA, Australia and South Africa, is using the Encoded solution to streamline payment processes, strengthen the organisation’s security framework and improve the agent and customer experience.

Customer Experience 52

Customer Experience Business Process Outsourcing outsourcing Interactive Voice Response 52

CCNG

APRIL 3, 2024

For too long, organizations have paid lip service to platitudes like "we're all in this together" and "our employees are our greatest asset." Yet endemic workplace disengagement, high attrition rates and poor customer experience metrics reveal these are often empty slogans. Quit gaslighting about automation too. "AI

Metrics 195

Metrics Accountability Employee engagement Contact Center 195

Certified Languages International

DECEMBER 22, 2023

Monolingual banking that only caters to English speakers results in poor customer experiences, lost opportunities, and decreased satisfaction for large segments of the population with limited English proficiency (LEP). Miscommunications can also occur when working across languages, severely damaging customer experiences.

Banking 52

Banking Customer Experience Bilingual agents Customer retention 52

ShepHyken

NOVEMBER 14, 2022

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Partnering in Complex Times: Turning to the Experts for Best-In-Class Customer Experience by Harvard Business Review.

Customer Service 173

Customer Service Banking Customer effort Marketing 173

Outsource Consultants

FEBRUARY 26, 2024

We pride ourselves on helping to navigate our clients and align them with those strong performing BPOs that are high character, with honesty and integrity. The benefit for our clients is ongoing performance management, where we literally check in monthly on how the BPO provider is performing.

Call Center 67

Call Center outsourcing Customer Service Consulting 67

Inbenta

NOVEMBER 29, 2022

There are a number of chatbot features that you should consider that will keep your customers happy while also giving you a modern approach to customer service. Read on to find out more about excellent features, from security to sentiment analysis. Which chatbot features will give your customers the best experience?

Chatbots 90

Chatbots Customer Experience Healthcare Personalization 90

24-7 InTouch

MARCH 21, 2024

Winnipeg, MB – March 21, 2024 – IntouchCX, a global leader in customer experience management, digital engagement, and technology solutions, has been recognized as a Leader in Customer Experience (CX) Services Transformation in the NelsonHall 2024 Vendor Evaluation & Assessment Tool (NEAT) report.

Enterprise 64

Enterprise Technology Marketing Feedback 64

24-7 InTouch

APRIL 5, 2023

To capitalize on recent advances in artificial intelligence, our framework for human-machine interaction must change from considering systems as independent task oriented machines to collaborative innovative teammates. Ultimately this increases our efficiency and productivity to deliver of customer experiences.

Customer Experience 52

Customer Experience Personalization Technology Management 52

Anexa BPO

FEBRUARY 14, 2023

In today’s highly competitive business environment, companies that prioritize customer experience (CX) have a significant advantage over those that don’t. The happier and more satisfied your customers are, the more likely they are to stay loyal to your brand and refer others to your business.

Customer Experience 52

Customer Experience Feedback outsourcing Wait times 52

Global Response

DECEMBER 13, 2022

Your customers are the heart of your brand. Focusing on how to improve customer experience is critical to business strategy. The problems you solve, the services you provide, and the products you create all take into account your customer’s goals, needs, and desires. What Is Customer Experience and Why Does It Matter?

Customer Experience 71

Customer Experience outsourcing Average Handle Time Personalization 71

BlueOcean

MARCH 19, 2024

On the Blue Ocean blog, we talk a lot about the process of sourcing a strategic partner for your outsourced customer care program. Trust both your incoming new partner & your outgoing incumbent to conduct the transition with professionalism – this won’t be their first rodeo.

outsourcing 71

outsourcing Customer Care Best practices Management 71

Hero Digital

NOVEMBER 18, 2020

Unlike retail, tech, or even financial services, things move slowly in a complex, high-stakes industry whose only product is our health and wellbeing. At Hero Digital, we see three macro-trends powering this movement, trends that are shaping the customer experience not just in healthcare but across every industry: 1.

Customer Experience 98

Customer Experience Healthcare Management 98

Global Response

MARCH 1, 2023

When was your last terrible customer experience? Unfortunately, bad customer experiences are all too common—and difficult to forget. However, when you are the brand, customer experience can feel even more difficult to navigate. What do customers want, and how can you provide it for them?

Customer Experience 62

Customer Experience outsourcing Feedback Metrics 62

ShepHyken

JULY 4, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. 7 Top AI Trends in Customer Service by Zendesk. This is exactly how AI is being used today. And the price tag?

Journey mapping 173

Journey mapping Customer Service Customer Experience Contact Center 173

Lumoa

AUGUST 25, 2020

Have you ever had such a good experience with a company that you thought “why have I wasted my time buying this anywhere but here?”. Or maybe, the experience as such was just amazing. Offering great customer experience might sound easy on paper, but most businesses still settle for an “okay” experience for their customers.

Customer Experience 83

Customer Experience Advertising Coaching Airlines 83

CSM Magazine

SEPTEMBER 28, 2023

Marsh Finance , one of the UK’s leading car finance companies, is working with Sabio Group on a project that will dramatically enhance interaction experiences with its customers and brokers. “We’re excited to be partnering with Sabio,” said Andrew Marsh, Managing Director at Marsh Finance.

Finance 59

Finance Customer Experience Best practices Consulting 59

CSM Magazine

JANUARY 26, 2023

an award-winning digital customer experience (CX) solutions provider for innovative technology and other blue-chip companies, announced today the launch of its first Digital CX Center of Excellence in Singapore. Over time, we have grown our client relationships at a global level.

Customer Experience 52

Customer Experience Benchmark Advertising Technology 52

Certified Languages International

DECEMBER 22, 2023

Monolingual banking that only caters to English speakers results in poor customer experiences, lost opportunities, and decreased satisfaction for large segments of the population with limited English proficiency (LEP). Miscommunications can also occur when working across languages, severely damaging customer experiences.

Banking 40

Banking Customer Experience Bilingual agents Customer retention 40

24-7 InTouch

NOVEMBER 2, 2023

Mitul and Shane are proven leaders who have been instrumental in our growth and success, and I am excited for their new roles and for what’s next in our company’s evolution as a disruptive market leader.” Kotecha has held roles with IntouchCX as Chief Financial Officer, and most recently, President and Chief Operations Officer.

Real estate 111

Real estate Finance Contact Center Technology 111

TechSee

MARCH 7, 2023

As part of our Women’s History Month and International Women’s Day initiatives, we asked our own TechSee Super Women to highlight some of the amazing leaders in the technology, service, and support industries who inspire them, have helped grow their careers, or simply deserve to be celebrated for being awesome.

Chief Customer Officer 207

Chief Customer Officer Contact Center Telecommunications Finance 207

24-7 InTouch

MAY 15, 2023

BOGOTA, COLOMBIA – MAY 15, 2023 – IntouchCX, a global leader in customer experience management, digital engagement, and technology solutions, has won Gold for Best Employee Engagement Strategy at the Customer Experience Interaction Awards on May 11 in Cartagena, Colombia. To learn more about us, visit intouchcx.com.

Employee engagement 52

Employee engagement Customer Experience Business Process Outsourcing outsourcing 52

Netomi

JANUARY 5, 2022

This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. At Netomi, we deeply care about improving the customer experience. Can I Work a Customer Service Job from Home? Adrian Swinscoe.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98