Beyond Philosophy

JANUARY 19, 2022

If you haven’t, Fortune.com describes the metaverse as a digital universe that users access through virtual reality (VR). Dobrian Dobrev ( @DobrianDobrev ) is a User Experience Designer, a speaker at UX conferences, and author on UX Design and Information Architecture. A good example would be the Pokémon Go game.

Entertainment 221

Entertainment Real estate Technology Engineering 221

Beyond Philosophy

FEBRUARY 25, 2021

In 1998, Joe Pine (@joepine), co-founder of Strategic Horizons, LLP, wrote a book along with Jim Gilmore called The Experience Economy. He had a similar reaction and set me on the route of improving the Customer Experience , and the rest is history. I buy into Pine’s ideas about combining live and virtual events.

Consulting 195

Consulting Consulting Personalization Management 195

ShepHyken

APRIL 1, 2022

This week, we feature an article by Arvind Kumar, head of product marketing at Zonka Feedback , an all-in-one customer feedback and survey management software. He writes about the future of digital customer experience and explores the CX predictions and trends for 2022. If we go back a decade or two, it was not the case.

Feedback 196

Feedback Entertainment Surveys Banking 196

Beyond Philosophy

AUGUST 24, 2023

Waiting is another type of cost to the customer. Companies should consider this cost when designing their experiences that require waiting. It occurred to me that when you ask a customer to wait, it’s for your benefit, not the customers. One can balance the wait cost with the value provided to customers.

Banking 195

Banking Coaching Wait times Chatbots 195

Beyond Philosophy

FEBRUARY 20, 2021

Way back in 1998, I read a book by Joe Pine (@joepine), co-founder of Strategic Horizons, LLP, and Jim Gilmore called The Experience Economy. The next thing I knew, he put me in charge of improving the Customer Experience for our company, and the rest is history. The future, it seems, will take the best of both worlds.

Consulting 195

Consulting Consulting Customer Experience Surveys 195

Beyond Philosophy

AUGUST 17, 2023

Many years ago, I read a book that changed my life, The Experience Economy by Joe Pine, founder of Strategic Horizons. 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. It is a significant hole.

Customer centricity 195

Customer centricity Self service Consulting Consulting 195

Beyond Philosophy

JANUARY 12, 2023

However, with three pioneers of Customer Experience involved, we have an authoritative view on the topic and predictions about what’s happening next. I recently hosted some special guests on the podcast to discuss what 2023 will look like in the Customer Experience space. The CEO is the chief experience officer.

Engineering 195

Engineering Quality management CRM Customer Experience 195

ShepHyken

APRIL 14, 2020

How to Stay Productive and Deliver Amazing Customer Experiences from Far Away. They discuss strategies for adapting to a remote workforce without sacrificing productivity, connection or the customer experience. Turning to a virtual assistant or remote staffing option can reduce that time to about one week.

Morale 302

Morale Technology Customer Experience Personalization 302

CCNG

MAY 31, 2023

Years later, I was working with a large BPO, leading an important holiday launch with a virtual/work-from-home team. The client was a Fortune 200 international company that had contracted us to answer technical support calls from customers. This impacted customer service scores in a big way. The call took me by surprise.

Technical Support 195

Technical Support CCNG First call resolution Customer Service 195

SmartAction

APRIL 11, 2024

Virtual voice agents can be a blessing or a curse for your customers. Done right, they provide a rich, natural, personalized experience that soothes frazzled nerves and either swiftly provides a relevant automated answer or directs them to a live agent who can help. But technology is just part of the answer. Personalize it.

Virtual Agent 67

Virtual Agent Interactive Voice Response Call flow Contact Center 67

SmartAction

NOVEMBER 14, 2023

FORT WORTH, Texas, November 14 , 2023 SmartAction, a leading provider of AI-powered virtual agents for customer-obsessed brands, is thrilled to announce its recent recognition as the “Best Intelligent Virtual Agent Developer 2023 – USA” by New World Report in their prestigious Software and Technology Awards.

Virtual Agent 78

Virtual Agent Technology Contact Center Metrics 78

ShepHyken

DECEMBER 13, 2021

Each week I read many customer service and customer experience articles from various resources. Please Hold: How AI Is Changing Customer Service in Call Centers by Defined.ai. VentureBeat) Excellent customer service is vital to the long-term success of any business. Here are my top five picks from last week.

Customer Service 190

Customer Service Call Center Customer Experience Customer Support 190

Interactions

APRIL 16, 2024

How Can the Bar be Raised to Surpass Customer Expectations? A dedication to understanding your customers ensures that every interaction is personalized and purposeful, alleviating the pain of lengthy wait times and ensuring each conversation is met with effective, personalized assistance. What’s an IVA?

Customer Care 62

Customer Care Self service Metrics Interactive Voice Response 62

ShepHyken

APRIL 8, 2022

He has experience across the Contact Center spanning Hiring, Training, Quality, Workforce Management, and Performance Management. He shares how retailers can understand the digital customer experience in the retail world. An experience through the customer’s buying journey is quite crucial and must be addressed by the retailers.

Customer Experience 184

Customer Experience Contact Center Contact center software Personalization 184

Beyond Philosophy

JUNE 15, 2016

Over the past few months, some retailers have been experimenting with virtual reality. With sales lagging, they‘re hoping that in-store virtual reality experiences will be the magic ingredient that lures shoppers back. Now, though, eBay has announced that it is launching the world’s first virtual reality department store.

Entertainment 283

Entertainment Consulting Consulting Customer Experience 283

ShepHyken

SEPTEMBER 23, 2019

Each week I read a number of customer service and customer experience articles from various resources. How To Tell If A Customer Service Agent Will Help You by Christopher Elliott. Forbes) When you’re on the line with someone like Valerie Zhou, there’s no question this customer service agent will help you.

Journey mapping 246

Journey mapping Customer Service B2B Analytics 246

SmartAction

OCTOBER 2, 2023

FORT WORTH, Texas, September 21 , 2023 SmartAction, a leading provider of AI-powered virtual agents for customer-obsessed brands, is pleased to announce a strategic partnership with Henry Schein, Inc., Together, we will help shape the future of healthcare.” and henryschein.com.

Virtual Agent 73

Virtual Agent Healthcare Contact Center Metrics 73

SmartAction

NOVEMBER 8, 2023

Virtual voice agents can be a blessing or a curse for your customers. Done right, they provide a rich, natural, personalized experience that soothes frazzled nerves and either swiftly provides a relevant automated answer or directs them to a live agent who can help. But technology is just part of the answer. Personalize it.

Virtual Agent 86

Virtual Agent Interactive Voice Response Call flow Contact Center 86

SmartAction

NOVEMBER 22, 2023

Artificial Intelligence (AI) provides an unprecedented opportunity to revolutionize the call center experience for the 59% of your customers who prefer telephone communication. We’re not talking about the time-consuming interactive voice response (IVR) of the past that provided a less-than-optimal customer experience.

Contact Center 88

Contact Center Interactive Voice Response Virtual Agent Management 88

ShepHyken

FEBRUARY 26, 2018

Each week I read a number of customer service and customer experience articles from various resources. Can awful airline customer service be overridden with AI and analytics? This article by Scott Kendrick of Callminer is about how the airlines are using (or should be using) AI to support their customers.

Airlines 195

Airlines Customer Service Chatbots Analytics 195

ShepHyken

AUGUST 4, 2023

This week, we feature an article by Srushti Shah, a digital marketer focused on effectively helping her clients and customers achieve their desired results. She writes about how artificial intelligence and machine learning technology can help businesses automate processes and put more focus on delivering amazing customer experiences.

Customer Experience 156

Customer Experience Technology Accountability Marketing 156

Creative Virtual

OCTOBER 8, 2021

Just like a puppy isn’t only for the pandemic, customer service insights aren’t only for Customer Service Week. This week of celebrating customer service professionals and successful customer service experiences should just be the beginning of a renewed focus on your own customer service and CX strategies.

Customer Service 105

Customer Service Virtual Agent Chatbots Self service 105

ShepHyken

MAY 1, 2020

He writes about building a company culture that both empowers and enhances the employee experience, especially during a worldwide crisis. Your company’s employee experience is on center stage. How we will be responsive to workplace safety and be agile to changes in workplace policies to ensure both team members and customers feel safe?

Government 297

Government Consulting Consulting Personalization 297

Taylor Reach Group

JUNE 9, 2020

These past few months, we’ve watched contact centers turn to backup plans C and D as work schedules were impacted by stay-at-home orders or their agents’ refusal to go in because of the pandemic. So how can companies prepare for what might be the new normal of virtual contact support?

Virtual Agent 129

Virtual Agent Contact Center outsourcing Government 129

ShepHyken

OCTOBER 26, 2020

Each week I read a number of customer service and customer experience articles from various resources. My Comment: You don’t need to look into a crystal ball to know what is going to happen next year in the world of marketing and CX. Focus on the human experience, the digital experience and the culture.

Customer Service 219

Customer Service Customer centricity B2B Contact Center 219

Interactions

AUGUST 29, 2022

Virtual agents have come a long way. And while some companies are certainly still using automated systems from the dark ages, forward-thinking brands have taken advantage of advancements in technology for big steps forward in customer experience self-service. . Customer loyalty is driven by better customer experiences.

Virtual Agent 62

Virtual Agent Enterprise Self service Customer Care 62

CSM Magazine

FEBRUARY 12, 2024

Welcome to the dawn of a new era in customer service, where the metaverse is rapidly transforming how businesses interact with their customers. With 60% of internet users projected to engage in metaverse environments by 2030, the urgency to adapt customer support strategies has never been more critical.

Customer Service 52

Customer Service Transportation Chatbots Consulting 52

Integrity Solutions

SEPTEMBER 1, 2020

In the past, getting top-level buy-in for virtual training was often an uphill battle. One of the reasons for that pushback was that people often confused virtual learning with e-learning or simplified it to technology-based interventions that may or may not have had a true learning component. But with virtual, it’s built in.

Sales 120

Sales Best practices Personalization Surveys 120

Lumoa

FEBRUARY 14, 2024

From social media posts to Google and Yelp reviews, every buyer can recount their customer experience with your company to a global audience. It is no wonder, then, that businesses have started paying much closer attention to their customer experience (CX) strategy.

Customer Experience 83

Customer Experience Chatbots Analytics SaaS 83

CSM Magazine

MARCH 12, 2022

In fact, several new startups are opening virtual headquarters in anticipation of the Metaverse dominating the future of work. The Metaverse eliminates the need for a formal workplace, enabling digital working versions of ourselves to interact with one another in a virtual sphere. Digital Twins and how the Metaverse Compares.

Construction 97

Construction Engineering Customer Support Marketing 97

SharpenCX

OCTOBER 13, 2021

Whether your contact center intends to go back to the office or stay remote, the acceleration of digital transformation projects and jumps to cloud technology will continue. Modern tech makes virtual work easier – fundamentally changing how your business operates. It’s time to look to the future.

Contact Center 128

Contact Center Technology Coaching Analytics 128

TechSee

SEPTEMBER 10, 2019

More companies than ever are tapping into the power of AI customer service technologies to enhance efficiency and positively impact the lives of consumers, and with good reason. The rise of smart virtual assistants. The tech behind the customer self service revolution. Consumers benefit too.

Self service 116

Self service Banking Analytics Personalization 116

CSM Magazine

JULY 22, 2022

Mark Wilding, Vice President of Global Customer Transformation at ServiceMax, steps into the future and predicts how advances in technology will enable a new era of service delivery. This is not going to change. It is going to accelerate. A few years ago, I heard Kevin Ashton speak at a conference.

Engineering 109

Engineering Self service Government Healthcare 109

The Northridge Group

NOVEMBER 12, 2020

However, as this new digital landscape continues to form its roots, there are parts of the virtual workforce that are not only surviving but learning how to optimize their existing processes. Before the pandemic, we primarily engaged with our customers on-site, delving into their operations in-person to help enable change.

Customer Service 128

Customer Service Best practices Analytics Personalization 128

OctopusTech

MARCH 19, 2024

With today’s customers more likely to use online tools like Google and social media to access information, an excellent website becomes the key element in bringing in and retaining potential customers. A website works as a virtual shop window for your business. What is a website? Who is a Web Development Consultant?

Consulting 62

Consulting Consulting Engineering Best practices 62

Lumoa

OCTOBER 26, 2022

After a couple of years of hiatus, many Customer Experience Conferences are going back to live events, as you have already seen in late 2022 – or at least they are trying to. One way or the other, there is no doubt that Customer Experience is a top-of-mind topic for many companies around the world.

Customer Experience 94

Customer Experience Contact Center Customer Service 94

Comm100

JANUARY 23, 2023

2023 looks to be a year of great change in customer experience (CX). Smart companies are spotlighting the employee experience, as much if not more, than they are on the customer experience. They have learned that it’s just as important to attract and keep good employees as it is to attract and keep customers.

Customer Experience 120

Customer Experience Chatbots Government Technology 120