CCNG

OCTOBER 4, 2023

Of late, I see many CX practitioners worrying that this song will become the anthem of an industry lost to artificial intelligence (AI). History though teaches us that technological advancements often pave the way for new job horizons. Remember when e-commerce sounded the death knell for retail shops? WILL AI KILL THE CX STAR?

CCNG 195

CCNG Engineering Chatbots Education 195

Contact Center Pipeline

MARCH 21, 2023

However you describe the evolving work environment, retail and call center managers know one thing for sure: the industry landscape has changed at lightning speed, and the changes keep coming.

Technology 130

Technology Contact Center Call Center Management 130

ShepHyken

DECEMBER 26, 2022

There is something here for every type of business and industry. 2022 Look Back: Most Read Retail CX News of the Year by Retail Customer Experience. There is something here for every type of business and industry. 2022 Look Back: Most Read Retail CX News of the Year by Retail Customer Experience.

Customer Service 161

Customer Service Self service Customer Experience Personalization 161

ShepHyken

NOVEMBER 28, 2023

It was easy for him, but not for someone like me who wasn’t as familiar with the technology – and hadn’t been trained like him. The advertising said, “Easy to install and easy to use.” It was half right. I had no problem installing the software. This rep had been trained and was an expert. So, I have been thinking about the word easy.

Technical Support 212

Technical Support Education Advertising Customer Service 212

ShepHyken

JULY 17, 2023

The author and colleagues conducted a new study of thousands of employees and executives from around the world and across multiple industries. Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. Can these chatbots really help improve customer service?

Customer Service 156

Customer Service Chatbots Customer Experience Contact Center 156

ShepHyken

AUGUST 4, 2023

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

Customer Experience 156

Customer Experience Technology Accountability Marketing 156

ShepHyken

JUNE 11, 2023

My Comment: Let’s take a lesson from the salon industry. It doesn’t matter what industry you’re in; customers leave you, and often they don’t want to tell you the truth if they tell you anything at all. Each week, I read many customer service and customer experience articles from various resources.

B2B 156

B2B Customer Service B2C Advertising 156

ShepHyken

NOVEMBER 1, 2021

Our mission is to continually raise the bar of the customer experience by using the internet and technology to help consumers find, discover, and buy anything, and empower businesses and content creators to maximize their success.” There are plenty of ideas for all types of businesses and industries. Not sure where to begin?

Customer Service 190

Customer Service B2B B2C Personalization 190

ShepHyken

FEBRUARY 8, 2021

Retail Customer Experience) Tara Bartley, senior manager, industry marketing, and Ashitha Bhanu, industry marketing, Akamai, share Akamai data relating to the most recent holiday shopping season and the top trends in play. Our customers’ expectations (in all types of businesses, not just retail) have changed.

Customer Service 235

Customer Service B2B Chatbots Self service 235

AWS Machine Learning

OCTOBER 26, 2023

Intuitivo, a pioneer in retail innovation, is revolutionizing shopping with its cloud-based AI and machine learning (AI/ML) transactional processing system. This groundbreaking technology enables us to operate millions of autonomous points of purchase (A-POPs) concurrently, transforming the way customers shop.

APIs 101

APIs Technology Banking Customer centricity 101

ShepHyken

NOVEMBER 28, 2023

It was easy for him, but not for someone like me who wasn’t as familiar with the technology – and hadn’t been trained like him. The advertising said, “Easy to install and easy to use.” It was half right. I had no problem installing the software. This rep had been trained and was an expert. So, I have been thinking about the word easy.

Technical Support 167

Technical Support Education Advertising Customer Service 167

CSM Magazine

OCTOBER 3, 2023

(l to r) Sabio’s Joe O’Brien, Stuart Dorman and Craig Pumfrey at the House of Lords The retail sector is undergoing a seismic shift. AI is Set to Revolutionise Retail Customer Experience The integration of AI with customer service channels is elevating satisfaction, noted Stuart Dorman, Sabio’s Chief Innovation Officer.

Customer Experience 59

Customer Experience outsourcing Chatbots Education 59

ShepHyken

MARCH 15, 2017

Every day I get an email from RetailWire.com, a daily publication that is read by thousands of people in the retail industry. It’s the number one forum for discussions about hundreds of important issues in the industry. So, how could this technology make physical stores less relevant? So, should retailers be scared?

Banking 233

Banking Sales Technology Customer Service 233

ShepHyken

OCTOBER 24, 2022

PwC Leader: Why Retailers Must Balance Digital-driven Experiences With Human-led Interaction by Judy Mottl. Worse, 8% of consumers will stop buying or using a retailer after just one bad interaction. A stat from the report claims that “loved brands grow 3X faster than the industry average.

Customer Service 128

Customer Service B2C B2B SaaS 128

TechSee

OCTOBER 19, 2021

Product returns are a costly proposition for the vast majority of manufacturers and retailers. According to the National Retail Federation (NRF), consumers returned an estimated $428 billion in merchandise – approximately 10.6% retail sales – in 2020. Consequently, a key focus for retailers is how to reduce returns.

Average Handle Time 124

Average Handle Time Sales Analytics Technology 124

TechSee

SEPTEMBER 15, 2022

The partnership stems from an initiative with an electronics multinational to deploy virtual sales agents on retail locations, instantly connecting customers to representatives via AI-based visual engagement. Over the last five years, we have deployed industry-leading implementations of Salesforce Service Cloud and Field Service.

Big data 109

Big data Consulting Consulting Contact Center 109

TechSee

JANUARY 28, 2020

Black Friday is a day that retailers wait for all year, and 2019 was no different. Digital sales for the retail holiday increased nearly 20 percent last year, reaching $7.4 billion across the 4,500 retail websites tracked by Adobe Analytics. No Fault Found Returns: The Enemy of Retail. This is a serious problem.

Wireless 136

Wireless Self service Sales Chatbots 136

CSM Magazine

MARCH 13, 2024

Originally designed for tracking parts in the automotive industry, QR codes have evolved far beyond their initial purpose. Retail businesses and service industries are now using these pixelated squares to provide exceptional service to their customers in innovative and efficient ways. Let’s take a look.

Customer Service 52

Customer Service Automotive Feedback Wait times 52

ShepHyken

FEBRUARY 25, 2024

As the technology gets better, cheaper and easier to use — a far cry from the stiff, robotic chatbots of just a year or two ago — more companies will embrace it. Each week, I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. Imagine that!)

Customer Service 151

Customer Service Customer advocacy Average Handle Time Customer centricity 151

Win the Customer

JUNE 13, 2023

AR is revolutionizing the retail landscape by offering customers interactive and immersive experiences that were once unimaginable. In today’s fast-paced digital era, technology has become an integral part of our daily lives.

Advertising 52

Advertising Technology Personalization Marketing 52

ShepHyken

JANUARY 18, 2021

Unit4’s Michelle MacCarthy has three recommendations for managing customer success through culture, engagement, and technology. Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. The author points out the mistake many companies make.

Customer Service 311

Customer Service B2B Journey mapping Chatbots 311

Lumoa

FEBRUARY 2, 2023

Before the digital age, customer experience in retail was a completely different world. We’ll cover its importance, provide strategies for improving it, and look at what the future holds for customer experience in retail. Technology, mainly eCommerce , has changed the way people shop. Let’s get started.

Customer Experience 94

Customer Experience Chatbots Surveys Journey mapping 94

CSM Magazine

SEPTEMBER 14, 2023

Conduent Incorporated , a global technology-led business solutions and services company, released new research that provides a focused, in-depth view of the state of the customer experience (CX) within the retail/eCommerce vertical. email, chat, live, social, etc.) email, chat, live, social, etc.)

Journey mapping 59

Journey mapping Government Transportation Customer Care 59

Vistio

FEBRUARY 5, 2024

One remarkable feature of ServiceSim is its generative AI technology. This technology ensures that agents receive real-world scenarios and learn to adapt their communication styles accordingly. In the fast-paced world of customer service, providing exceptional experiences for customers is essential.

Call Center 52

Call Center Healthcare Government Coaching 52

TechSee

JUNE 16, 2022

By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. Customers expect better and faster pre and post purchase services. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd.

Customer Service 251

Customer Service Chief Customer Officer Contact Center Consulting 251

Global Response

JANUARY 31, 2024

Your retail shops might need significantly more support during the holidays, but not later in the winter. Since the pandemic, the option to work remotely—or at least hybrid—has become an increasingly common expectation among employees. But it also means employees are now scattered all over the world. It’s all fair game.

outsourcing 62

outsourcing Technical Support Best practices Education 62

VirtualPBX

JULY 13, 2023

By harnessing the capabilities of AI technologies, businesses can create intelligent call routing flows that enhance efficiency, improve customer experience, and optimize internal communication. Below are three examples of call routing by industry flows suggest by Artifical Intelligence (AI).

Healthcare 98

Healthcare Consulting Consulting Finance 98

Contact Center Pipeline

NOVEMBER 13, 2019

Time-off requests and spikes in call volume, especially in the retail industry, can bring forecasting and scheduling headaches that rival those induced by too much eggnog at the office party. New technologies powered by artificial intelligence (AI) can change […].

Contact Center 147

Contact Center Technology Chatbots Analytics 147

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). The technology adoption chasm has moved us past the initial stage, where early adopters experiment with their customers.

Customer Experience 89

Customer Experience Gamification Benchmark Chatbots 89

Netomi

JANUARY 23, 2024

In the dynamic world of retail, generative artificial intelligence (AI) has steadily risen to prominence, steering the industry towards unprecedented avenues of innovation and efficiency. Among the various AI technologies, generative AI emerges as a powerhouse, holding a significant role in shaping the modern retail dynamics.

Advertising 40

Advertising Chatbots Analytics Marketing 40

CSM Magazine

MARCH 24, 2022

In retail, the customer is king. It is common knowledge that the retail industry thrives on positive customer interactions and feedback, so when reviewing the ways in which organizations can grow and remain competitive in their field, it is vital to craft plans that revolve around optimizing the customer experience.

Customer Experience 119

Customer Experience Self service Analytics Upselling 119

CSM Magazine

APRIL 22, 2024

At Sabio’s recent Disrupt event in London, a panel of experts from Sweaty Betty, Zuto, Transcom and Awaze shared insights on how they are leveraging new technologies such as artificial intelligence (AI) to revolutionise customer service and drive business growth.

outsourcing 52

outsourcing Engineering CRM Technology 52

CSM Magazine

AUGUST 16, 2023

It is high time retailers modernise their software to optimise their operations and offer end-to-end Customer Experience, says Lindsay Lucas, CEO of Software Solved. Customer preferences are continually changing, so retailers need to modernise their applications portfolio to operate at the pace of business and market changes.

Analytics 52

Analytics Technology Customer Experience Management 52

Fonolo

NOVEMBER 19, 2020

Unsurprisingly, technology adoption and customer experience continue to be hot topics — and as the demand for cloud-based software grows to accommodate remote work, call-back technology is steadily gaining popularity. Call-back technology is more popular than ever. 4 Contact Center Technologies You Need to Win Over Gen-Z.

Contact Center 162

Contact Center Abandon rate Enterprise Government 162

CSM Magazine

MAY 15, 2023

In recent years, QR code scanners have become increasingly popular, and their impact on the retail industry is undeniable. These small square codes, consisting of black and white patterns, are being used by retailers to enhance customer experience, streamline operations, and boost sales.

Entertainment 52

Entertainment Advertising Sales Marketing 52

CSM Magazine

APRIL 18, 2024

Businesses can customize the service to fit their unique needs and adjust usage on the fly—all without the heavy lifting of developing and maintaining the technology themselves. How Businesses Are Using CPaaS From healthcare to retail, industries are leveraging CPaaS to improve customer engagement and operational efficiency.

Interactive Voice Response 52

Interactive Voice Response Healthcare Chatbots Consulting 52

Anexa BPO

APRIL 22, 2023

As with every other industry, the US retail pharmacy sector has been deeply impacted by changing consumer trends. With about 1/3 of the market share, retail chains represent the major component of the retail pharmacy group, dispensing approximately 138,000 annual prescriptions.

outsourcing 52

outsourcing Customer centricity Sales Customer Service 52