ShepHyken

JANUARY 7, 2024

Each week, I read many customer service and customer experience articles from various resources. Whatever drives repeat business – and ideally, customer loyalty – is a good program. It’s common for businesses to have clear standards on how employees should interact with customers.

Customer Service 166

Customer Service Contact Center Customer centricity Banking 166

CCNG

MARCH 16, 2022

We decided to share our successes (and failures) – based upon three goals: 1) To share our experience around industry best practices, 2) To share our failures – and hopefully point out the holes we have stepped in to help you avoid our mistakes, and 3) To share our number one goal which is, and always has been, to have fun.

Contact Center 195

Contact Center CCNG Best practices Consulting 195

Beyond Philosophy

DECEMBER 15, 2021

No one is coming to the show room to see your dealer’s cars, nor are they bringing them in for service. For Nissan’s Hussein Dajani , General Manager, Digital and CX Transformation, this wasn’t hard to imagine since he lived it for the past 18 months. Double-digit growth. What do you do? The results?

Consulting 195

Consulting Consulting Customer Experience Surveys 195

ShepHyken

JANUARY 30, 2023

You will commoditize what you offer if you only learn the best practices and strategies within your industry. If you learn from the best across all industries, you can go from being the best in the industry to becoming world-class. Your customers don’t compare you to your direct competitors.

Healthcare 156

Healthcare Customer centricity Best practices Customer Service 156

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

Eptica

AUGUST 4, 2022

Date: Friday, August 5, 2022 Author: Pauline Ashenden - Demand Generation Manager Creating a framework for digital transformation. Author: Pauline Ashenden - Demand Generation Manager A lot has been said about the importance of digital transformation in business today, including in customer experience. Share this page on: Tweet.

Best practices 148

Best practices B2B Management Customer Experience 148

ShepHyken

FEBRUARY 1, 2021

Each week I read a number of customer service and customer experience articles from various resources. Improve Your Customer Outcomes With 5 Customer Service Best Practices from Leading Consumer Shipping Brand FedEx by Veronica Krieg. Here are my top five picks from last week.

Customer Service 348

Customer Service B2B Best practices Customer Experience 348

Eptica

SEPTEMBER 12, 2022

Author: Pauline Ashenden - Demand Generation Manager As housing association tenants increasingly embrace digital channels, AI-powered chatbots provide a new way of engaging with customers and meeting their needs. Our latest blog explores the 6 key benefits chatbots deliver, while outlining best practice for ensuring ROI.

Chatbots 125

Chatbots Best practices Marketing Management 125

ShepHyken

JULY 1, 2019

Each week I read a number of customer service and customer experience articles from various resources. Is Customer Service The Same As Customer Experience? My Comment: What’s the difference between customer service and customer experience? Here are my top five picks from last week.

Journey mapping 302

Journey mapping Customer Service B2C Big data 302

ShepHyken

MARCH 12, 2021

This week we feature an article from Rohan Malkotia , Digital Marketing Executive at Servetel. The impact extends from B2C (business-to-customer) markets to B2B (business-to-business) sales as well. They may end up losing a lot of customers, and thereby, revenue opportunities. The pandemic has brought everyone back to basics.

B2B 367

B2B Journey mapping B2C Telecommunications 367

Totango

NOVEMBER 27, 2023

“Customer success is driving value to customers. Digital customer success is driving value more efficiently using a software or service that allows companies to grow and deliver value without using excessive resources” – Chris Dishman, SVP Customer Success, Totango.

Enterprise 103

Enterprise Best practices Marketing Sales 103

Eptica

FEBRUARY 14, 2022

Date: Monday, February 14, 2022 Author: Pauline Ashenden - Demand Generation Manager 5 factors that are driving the need for better digital customer experience. In our latest blog we highlight research that demonstrates the shift to digital and focus on five important areas driving customer experience transformation.

Customer Experience 133

Customer Experience Best practices Self service Marketing 133

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

Eptica

JANUARY 24, 2022

Date: Monday, January 24, 2022 Author: Pauline Ashenden - Demand Generation Manager Four key considerations for customer self-service success. Author: Pauline Ashenden - Demand Generation Manager The average customer today is more digital-savvy than ever and is happy to find answers to routine customer service questions themselves.

Self service 125

Self service Best practices Analytics Customer Service 125

Cisco - Contact Center

JANUARY 10, 2023

As a change agent serving the financial services industry for over 20 years, it is a great privilege to collaborate with Bank, Insurance, and Wealth Management institutions to devise and execute digital transformation strategy, solve complex business problems, and leverage technology to strengthen business results.

Banking 145

Banking Enterprise APIs Contact Center 145

AWS Machine Learning

MARCH 25, 2024

Amazon Transcribe is an AWS service that allows customers to convert speech to text in either batch or streaming mode. Amazon Transcribe can be used for transcription of customer care calls, multiparty conference calls, and voicemail messages, as well as subtitle generation for recorded and live videos, to name just a few examples.

Best practices 79

Best practices APIs Transportation Personalization 79

COPC

APRIL 1, 2024

The challenge of keeping pace with changing customer expectations looms large. Technological advancements, notably artificial intelligence (AI), fuel customer experience transformation. Companies worldwide are grappling with leveraging technology to enhance the overall customer experience (CX).

Customer Experience 89

Customer Experience Gamification Benchmark Chatbots 89

TechSee

FEBRUARY 6, 2024

Customers expect a seamless and personalized experience from every business in today’s digital age. As a result, companies are increasingly turning to artificial intelligence (AI) to enhance their customer experience (CX). This increases customer satisfaction while substantially reducing costs and staffing challenges.

Enterprise 109

Enterprise Wait times Personalization Analytics 109

Zappix

MARCH 13, 2024

EIN PRESSWIRE ) March 13, 2024 Zappix , a leading AI-Powered Digital Engagement Platform provider, has been named one of the “Most Promising Utilities Tech Solutions Providers 2024” by CIO Review. Zappix combines innovative technology and best CX practices to reshape customer engagement in the utility sector.

Self service 52

Self service Interactive Voice Response Analytics CRM 52

AWS Machine Learning

JANUARY 26, 2024

Many customers are looking for guidance on how to manage security, privacy, and compliance as they develop generative AI applications. What operational and technical best practices can I integrate into how my organization builds generative AI LLM applications to manage risk and increase confidence in generative AI applications using LLMs?

Best practices 120

Best practices Government Engineering Accountability 120

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. Their knowledge and impact is constantly reshaping the service industry. If you missed the 2022 list, you can check it out here.

Customer Service 207

Customer Service Customer centricity Contact Center Consulting 207

Eptica

MARCH 18, 2022

Date: Friday, March 18, 2022 Author: Pauline Ashenden - Demand Generation Manager Getting customer service right on Mother’s Day. To help customer service teams ahead of Mother’s Day 2022 on 27 March our latest blog shares key best practice advice. Published on: March 18, 2022.

Customer Service 122

Customer Service Best practices Management Customer Experience 122

HelpCrunch

OCTOBER 12, 2022

Even if you just sell stationery products or étuis for digital devices, great [ … ]. The post Top 7 Ecommerce Customer Service Best Practices to Shine Through appeared first on HelpCrunch blog. Nowadays, it takes more than just a great idea, some capital, and time to get a new e-commerce business off the ground.

Best practices 117

Best practices Customer Service 117

Eptica

MARCH 11, 2022

Date: Friday, March 11, 2022 Author: Pauline Ashenden - Demand Generation Manager Overcoming the challenges to customer service quality. You might also be interested in these posts: Getting customer service right on Mother’s Day. How a unified agent desktop empowers your advisors and better engages customers.

Customer Service 126

Customer Service Best practices Management Customer Experience 126

IdeasUnlimited

MARCH 6, 2024

In the ever-evolving world of business, customer service stands as a pivotal pillar in building brand loyalty and ensuring customer satisfaction. This is where IdeasUnlimited, a leading provider of call center support services, carves its niche.

Customer Support 105

Customer Support Brand ambassadors Call Center Enterprise 105

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. Table of Contents What Is Customer Experience Automation (CXA)?

Best practices 52

Best practices Interactive Voice Response Customer Experience Contact Center 52

Education Services Group

MAY 12, 2021

TSIA’s conferences are always jam-packed with best practices, real-life examples, success stories, and lessons learned from some of technology’s biggest names. Madeline Evans, Digital Customer Success Manager. What is it that customers truly expect? Engagement: It’s Dynamic!

Journey mapping 98

Journey mapping Best practices Education Metrics 98

Eptica

JANUARY 31, 2022

Author: Pauline Ashenden - Demand Generation Manager Empowering your customer service agents delivers a range of benefits from increased contact centre productivity and happier agents to an overall better customer experience. Four key considerations for customer self-service success. Published on: January 31, 2022.

Agent Empowerment 111

Agent Empowerment Best practices Self service Marketing 111

Eptica

AUGUST 19, 2022

Author: Pauline Ashenden - Demand Generation Manager Customers want their queries answered accurately without having to make contact more than once. That makes achieving high First Contact Resolution (FCR) rates vital to the overall customer experience. 6 ways of delivering excellent B2B customer service.

Best practices 106

Best practices B2B Metrics Management 106

NobelBiz

FEBRUARY 27, 2024

When companies implement specific tools and best practices, they can significantly improve their customer experience (CX), increase agent performance, and ensure high-quality service. It represents a holistic approach that is aimed at transforming call center functions into a streamlined, customer-focused powerhouse.

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

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. A few years ago, we recognized the importance of enhancing our Global Customer Care team.

Customer Experience 75

Customer Experience Customer centricity Customer Care Best practices 75

VirtualPBX

SEPTEMBER 8, 2023

In today’s digital age, businesses are more reliant than ever on technology to streamline operations and communicate with customers. However, this convenience comes with a significant responsibility: safeguarding sensitive customer data. Here’s why: 1.

voip 105

voip Best practices Technology Accountability 105

CSM Magazine

APRIL 15, 2024

Diving into SEO represents not just a savvy allocation of your digital marketing funds but also the most cost-effective strategy for startups eager to secure long-lasting outcomes. Adept SEO practices significantly increase your startup’s chances of surviving and flourishing in a crowded marketplace, giving you a competitive edge.

Engineering 52

Engineering Marketing Best practices Enterprise 52

AWS Machine Learning

DECEMBER 19, 2023

This post was written in collaboration with Ankur Goyal and Karthikeyan Chokappa from PwC Australia’s Cloud & Digital business. However, putting an ML model into production at scale is challenging and requires a set of best practices. It’s much more than just automation.

Analytics 101

Analytics Engineering Government Best practices 101