CSM Magazine

MARCH 24, 2023

The lack of face-to-face interaction makes it more challenging to create an authentic experience. Though challenging, cultivating a positive customer experience is possible. With the right tools and resources, you can develop a customer service strategy that takes your e-commerce business to the next level.

Customer Experience 52

Customer Experience Chatbots Accountability Feedback 52

Playvox

FEBRUARY 1, 2024

Creating context around the words, and following a more analytical approach to decoding customer sentiment, provides a finely tuned understanding of customer satisfaction, consumer preferences, and overall public opinion. What Is Customer Sentiment Analysis? Ensure proper tagging. Elicit direct customer feedback.

Contact Center 93

Contact Center Best practices Surveys Feedback 93

The Petrova Experience

JANUARY 11, 2023

The collapse of the Southwest passenger experience this holiday season is an unlikely jumping off point for a conversation on how to own customer experience transformation. Now, Wall Street analysts will be much more open to talk about investing in passenger experience. The strategy is to use planes most efficiently.

Airlines 59

Airlines Customer Experience Technology Finance 59

Playvox

OCTOBER 4, 2022

While tagging customer interactions might seem like a small part of your operations, it’s actually a vital component of running a productive contact center. Consistently tagging your customer support interactions in Zendesk — or any chat software — should be a top priority. Creating a Zendesk Tagging Strategy.

Feedback 87

Feedback Contact Center Metrics Surveys 87

CSM Magazine

JANUARY 4, 2023

Even the slightest slip in customer support can have a disastrous impact on your brand’s reputation, causing dire consequences for your bottom line. Advancements in customer service tech stacks have made it easier than ever for businesses to provide seamless, personalized service to their customers. Benefits of QR codes.

Customer Experience 52

Customer Experience Analytics Upselling Banking 52

ClearAction

APRIL 29, 2020

VP Customer Experience Role for Growth Lynn Hunsaker. The VP Customer Experience role is evolving as companies shift to embrace the “purpose of business” proclaimed by Business Roundtable. This position may also be known as Chief Customer Officer or VP of Customer [fill-in-the-blank] (e.g.

Customer Experience 71

Customer Experience Chief Customer Officer Customer centricity Enterprise 71

Eptica

JULY 8, 2020

Date: Wednesday, July 8, 2020 Author: Pauline Ashenden - Demand Generation Manager Why a consistent customer experience is so important (and how to deliver it). These insights demonstrate that brands need a consistent information strategy, with one centralised knowledge base shared between all customer channels.

Customer Experience 111

Customer Experience Brand ambassadors Banking Airlines 111

Eptica

OCTOBER 18, 2017

Date: Wednesday, October 18, 2017 The importance of security and GDPR to the digital customer experience. Author: Pascal Gauvrit Thanks to the rise of digital channels, brands now possess large amounts of personal data on their customers. National Customer Service Week: The opportunity of Artificial Intelligence.

Customer Experience 88

Customer Experience Multichannel Best practices Personalization 88

Playvox

OCTOBER 20, 2023

In face-to-face interactions with customers, you have the advantage of observing eye contact, tone of voice, body language, and other cues that go along with their spoken words. What is Customer Sentiment Analysis? Delivering an outstanding customer experience (CX) has become mission-critical to businesses.

Contact Center 82

Contact Center Coaching Feedback Surveys 82

Joe Rawlinson

AUGUST 12, 2022

The figure highlights how effective generating leads from social media can be with the right strategies. We’ll cover these four lead generation techniques to optimize your social media marketing efforts, including your overall digital marketing strategies. Convenient customer experiences are always great for lead generation.

Marketing 78

Marketing Advertising Coaching Consulting 78

CSM Magazine

OCTOBER 13, 2022

Hyper-Personalizing the customer experience is a successful method for customer acquisition and retention. The majority of businesses and call center who have implemented this strategy have exceeded their yearly business goals. And here the 4 strategies to hyper-personalize your customer experience.

Personalization 52

Personalization Customer Experience Call Center CRM 52

SharpenCX

SEPTEMBER 2, 2020

Download Now: Use the data that lives in your contact center to inform your customer experience strategies. The leaders of the pack are those who’ve implemented omnichannel strategies, blending our mobile experience with our in-person visits and our website perusing. This revolution is all about connectivity.

Customer Experience 67

Customer Experience Best practices Contact Center Technology 67

Eptica

AUGUST 2, 2017

Date: Wednesday, August 2, 2017 Transforming customer experience in local authorities. Author: Neil Cox The public sector faces three key challenges, particularly when it comes to customer experience. The UK Government has recognized these challenges , and also how digital technology can be used to overcome them.

Customer Experience 55

Customer Experience Government Self service Best practices 55

Eptica

SEPTEMBER 4, 2019

Date: Wednesday, September 4, 2019 Author: Pauline Ashenden - Marketing Manager How Crédit Agricole Consumer Finance is uncovering the hidden “why” behind the customer experience. That’s why so many successful companies operate Voice of the Customer (VoC) programs. Published on: September 04, 2019.

Finance 62

Finance Customer Experience Best practices Customer effort 62

Eptica

APRIL 26, 2017

Date: Wednesday, April 26, 2017 Customer Experience in action through Artificial Intelligence. Author: Olivier Njamfa Winning and retaining customer loyalty is vital for every business. Published on: April 26, 2017. We look forward to seeing your there.

Customer Experience 70

Customer Experience Multichannel Marketing Metrics 70

iCiDIGITAL

AUGUST 28, 2018

Adobe introduced Sensei over two years ago as a framework and set of AI services to help improve the design and delivery of digital experiences. Sensei is now integrated in a variety of Adobe products including their experience, creative, and document clouds. . Photo Tagging. Why You Should Be Making Use of It.

Customer Experience 40

Customer Experience Marketing Personalization Technology 40

aircall

JUNE 21, 2021

If you are struggling to increase sales in your company, it may be time to take a closer look at your existing customers experience to see how they interact with business. Suppose there are gaps between what customers expect from an interaction and what they’re actually getting.

Sales 71

Sales Customer Experience Surveys Feedback 71

Eptica

JULY 26, 2017

Date: Wednesday, July 26, 2017 Why customer experience needs to be led from the top. Author: Olivier Njamfa In today’s ultra-competitive world, senior managers understand the importance of customer experience to corporate success. Driving digital transformation within insurance. Published on: July 26, 2017.

Chief Customer Officer 78

Chief Customer Officer Customer Experience Airlines Best practices 78

ShepHyken

APRIL 27, 2018

The goal should be to create an e-commerce site that continuously over-delivers on user experience, so make it easy for your customers to find your e-commerce site, navigate, buy, and come back for more! Here are 8 ways to creatively tailor an e-commerce site to best serve digital customers: Provide Great User Experience.

Enterprise 204

Enterprise Feedback Personalization Sales 204

delighted

MARCH 4, 2020

Welcome to a new era of marketing and service in which your brand is defined by those who experience it.” – Brian Solis, Principal Analyst and Futurist, Altimeter. So, how do you go about ensuring more positive customer interactions and fewer negative ones? What if customers don’t proactively share their thoughts? Let’s dive in!

Customer Experience 52

Customer Experience Management Journey mapping Surveys 52

CSM Magazine

MARCH 26, 2020

to securely keep a comprehensive customer history, and keeps a constant connection between the owner and their pet through a mobile device. Tag in September 2019. Tag subscription allows owners to send a notification to walkers, notifying them that a dog may have gotten loose. Looking for even more ways to help owners, Wag!

Customer Experience 52

Customer Experience Interactive Voice Response Wait times voip 52

Eptica

MAY 25, 2016

Date: Wednesday, May 25, 2016 Mapping digital transformation in customer experience. Author: Pauline Ashenden In the fast-moving world of customer experience there is no shortage of new trends and technologies for companies to evaluate and adopt. Published on: May 25, 2016.

Customer Experience 54

Customer Experience Multichannel CRM Contact Center 54

ShepHyken

MAY 8, 2020

Indeed, customers are doing you an enormous favor by taking the time to alert you to a problem when it occurs, or to their happiness, when that’s the outcome. The value of feedback is heightened today, as customer experience sways purchase decisions more than ever. The Second Negative Customer Feedback. James emails us.

Feedback 167

Feedback Customer Experience Marketing Technology 167

Eptica

APRIL 12, 2017

Date: Wednesday, April 12, 2017 Shaping the future of customer experience. Author: Olivier Njamfa Given its importance to the bottom line, customer experience is high on the priority list of CEOs, CMOs and CIOs alike. And they don’t want to wait hours for a reply if they get in touch through digital channels.

Customer Experience 55

Customer Experience Best practices Customer centricity Technology 55

Eptica

JANUARY 10, 2018

Date: Wednesday, January 10, 2018 Delivering an AI-powered customer experience at Birmingham City Council. Author: Neil Cox Local authorities across the UK are under constant pressure to increase efficiency and productivity, while delivering a high quality experience to the public. Published on: January 10, 2018.

Customer Experience 49

Customer Experience Average Handle Time Best practices Education 49

JivoChat

APRIL 16, 2023

All these sites have one thing in common (and it’s not that they start with A and E) - their strategy and international success. You need a strategy that considers all the different aspects of ecommerce, from marketing and product selection to payment processing and fulfillment. Who would want to have a bad customer experience?

Analytics 82

Analytics Engineering Advertising Sales 82

Eptica

MAY 11, 2017

Date: Thursday, May 11, 2017 Coping with disruption through AI and human customer experience. Customer experience is vital to business success The sheer number of people attending the event, from all across Europe, was a real demonstration of the growing importance of customer experience to the bottom line.

Customer Experience 51

Customer Experience Chief Customer Officer Government Chatbots 51

ChurnZero

FEBRUARY 17, 2021

Each inquiry, advisory engagement, and workshop that they conducted, was tagged to a corresponding business challenge. Wondering what is top of mind for companies when it comes to Customer Success? ChurnZero Resource: New Manager’s Guide for a Customer Success Strategy Implementation. Improve Customer Experience.

Best practices 78

Best practices Upselling Analytics SaaS 78

delighted

MARCH 4, 2020

. “Welcome to a new era of marketing and service in which your brand is defined by those who experience it.” While 86% of those who received a great customer experience were likely to repurchase from the same company , 32% would abandon a brand they love after even one negative interaction. The stakes are high.

Customer Experience 44

Customer Experience Management Journey mapping Surveys 44

Comm100

SEPTEMBER 13, 2021

Digital transformation is by no means a recent trend. However, the past couple of years has seen its importance within customer service skyrocket as companies adopted new technologies to stay connected during the pandemic. What is Digital Transformation? Meeting customers’ digital expectations.

Customer Service 86

Customer Service Construction Technology Benchmark 86

aircall

SEPTEMBER 6, 2021

How many calls does your customer service team receive in a day? Offering customer service via your voice communication strategy can already eat up a lot of your team’s time. On top of that, customer expectations of customer service have increased. Results of Negative Customer Service Experiences.

Interactive Voice Response 93

Interactive Voice Response Wait times outsourcing Call Center 93

Eptica

MAY 17, 2017

Date: Wednesday, May 17, 2017 L’Occitane – the benefits of a global approach to digital customer experience. Anne-Sophie Pouyau, Head of International & European Customer Service, presented at the recent Gartner Customer Experience & Technologies Summit. Published on: May 17, 2017.

Customer Experience 51

Customer Experience Multichannel Self service Best practices 51

Eptica

JANUARY 15, 2016

Date: Friday, January 15, 2016 Insurance, the Internet of Things and customer experience. This has dramatically changed how insurers operate , and increased the focus on the customer experience as companies look to engage with consumers and retain their business. Published on: January 15, 2016.

Customer Experience 52

Customer Experience Multichannel CRM Analytics 52

SharpenCX

JANUARY 6, 2021

They ditched old methods and moved faster, for the sake of employees and customers. In fact, Gartner found that 69% of boards plan to accelerate digital business initiatives in response to COVID. And in 2020, some 27% of companies reported improvements in the quality of their customer service, up from only 14% in 2019.

Call Center 67

Call Center Coaching Abandon rate Contact Center 67

Beyond Philosophy

OCTOBER 8, 2014

It was like PayPal was a little brother tagging along the bigger one. It’s great that their new CEO, Dan Shulman is coming from American Express, a highly Customer-centric company. Alos, Shulman was instrumental in American Express’ strategy to bring to market new digital payment services.

Customer centricity 276

Customer centricity Customer retention Customer emotions Airlines 276

JivoChat

MAY 3, 2023

They rely on digital tools and devices for most of their daily routines. This cuts across various activities, including hiring a professional custom writing service for their assignments. User-generated content allows them to tag products with ease. They engage by commenting, sharing, and tagging others.

Advertising 75

Advertising Marketing Accountability Sales 75

Eptica

APRIL 15, 2020

This all means that businesses need to review and adapt the customer experience they are offering to ensure it meets changing consumer needs. Instead, what companies need to focus on is listening to customers , both directly and through their digital interactions , and acting rapidly on this insight. Learn more at www.

Surveys 95

Surveys Best practices Analytics Feedback 95