CSM Magazine

OCTOBER 3, 2023

Artificial intelligence will – and is – transforming customer experience and will help to turn shoppers into loyal brand enthusiasts. 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

Fonolo

JANUARY 14, 2020

There are more customer experience management blogs and articles than ever before — not to mention the growing libraries of video and interactive content. When it comes to customer service and experience content, Shep is the Godfather. . Top Pick: 20 ways to create an amazing customer service experience in 2020.

Customer Service 136

Customer Service Chief Customer Officer Contact Center Call Center 136

Fonolo

MAY 10, 2018

Luckily, those seeking reliable sources for CX and CS-related topics can still rely on a special corner of the digital sphere, one which has made a comeback in recent months: Blogs. This fabulous bunch will enrich the lives and careers of customer experience professionals, all through the power of their wisely written words.

Customer Experience 113

Customer Experience Chief Customer Officer B2C Contact Center 113

CSM Magazine

MAY 12, 2022

In our last article , I outlined technology guides to enable heightened wellbeing across the contact centre and de-stress employees in the face of increasing complexity. This poses some tough challenges for contact centre supervisors as well as for senior managers responsible for customer experience. About the Author.

Coaching 59

Coaching Analytics Chatbots Self service 59

CSM Magazine

FEBRUARY 3, 2022

Ross Daniels at Calabrio shares his top tips for overcoming contact centre complexity to enhance customer and employee experiences. In my last article I discussed how to keep things simple in contact centre operations and introduced the importance of incorporating a human-centred approach to operational thinking, processes and technology.

Journey mapping 52

Journey mapping Analytics Engineering Consulting 52

CSM Magazine

APRIL 13, 2022

This first article outlines the key triggers for agents, supervisors and senior managers and shows why it pays to take a comprehensive approach to organisational wellbeing. Agent stress has a knock-on effect on supervisors and customer experience (CX). The impact of the past few years has been wide-reaching and traumatic.

Analytics 59

Analytics Coaching Best practices Technology 59

CSM Magazine

DECEMBER 21, 2021

In a digital-first era, how do organisations show customers they care? Ross Daniels at Calabrio has a simple but effective checklist to humanise the customer experience using the latest tech innovations. In this blog, we throw the spotlight on technology and how to use it effectively, adding the human touch to digital interactions.

Technology 59

Technology Analytics Average Handle Time Self service 59

CSM Magazine

AUGUST 22, 2019

As experience overtakes price and product as a key brand differentiator, customer service is being recognized as the face of, and driver for, organization-wide strategy. With a new emphasis on the importance of customer data, support leaders hold some of the companies most valuable insights. VP, Customer Experience, Twitter.

Customer Service 40

Customer Service Airlines Chief Customer Officer Customer Care 40

Callminer

AUGUST 1, 2017

To gain some insights into the strategies and tactics call centers can use to boost efficiency and arm you with effective strategies you can put to use, we reached out to a panel of call center experts , managers and leaders and asked them to answer this question: “What is the most effective way for a contact center to increase efficiency?”.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

CSM Magazine

APRIL 15, 2021

Surprisingly a fifth (21%) of respondents saw positive impacts of the pandemic with 17% citing the ‘greater embrace of digital technology has significantly changed their business model’. Ask yourself: “What drives us?”, “How do we make the world better?”, “How do we improve our customers’ lives?”, “What is our vision for the future?”

Brand ambassadors 52

Brand ambassadors Gamification Morale Best practices 52

ClearAction

MAY 29, 2016

Customer Experience + Marketing: Pro’s & Con’s. What happens when the Chief Marketing Officer doubles as Chief Customer Experience Officer? How Executives Think of Customer Experience. How Marketers Think of Customer Experience. How Customers Think of Customer Experience.

Marketing 67

Marketing Customer Experience Chief Customer Officer Calibration 67

Fonolo

NOVEMBER 17, 2020

Lockdown illustrated just how crucial the voice channel is in a digital world. “Expect to see more focus on digital and self-service, less brick and mortar, more efficiency-builders for company and customer, and an increased call for the return of voice to handle the challenging stuff. That includes our experience as customers.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

ClearAction

FEBRUARY 28, 2019

Customer Experience & Marketing Workforce of the Future Lynn Hunsaker. At our company’s leadership summit, I was inspired to hear our leaders on the stage saying with equal voice how important customer experience is alongside with with revenue growth and innovation.”

Marketing 61

Marketing Customer Experience Best practices Chief Customer Officer 61

CSM Magazine

OCTOBER 30, 2019

Advances in analytics and AI are pushing the barriers for Workforce Management (WFM) and Magnus Geverts at Teleopti, a Calabrio company, says it’s time to act now to take advantage of new initiatives, starting with a data-infused WFM strategy for better human interactions and superior customer experiences.

Customer Experience 40

Customer Experience Average Handle Time Analytics Contact Center 40

ChurnZero

DECEMBER 20, 2019

Nikola Tesla predicts the development of Wi-Fi in a New York Times article. Fast forward to 2020 and Wi-Fi has become the lifeline to our (digital) existence—with almost half of the 7.7 The winners in C S Management will align their business objectives to the customer’s desired outcomes and experiences.

Chief Customer Officer 80

Chief Customer Officer Sales Customer centricity SaaS 80

Taylor Reach Group

JUNE 13, 2017

This discussion examines chat in the Contact Center, highlights the many advantages of Live Chat, presents some caveats and looks to the future of this technology in the Call Center and Contact Center. Our team of experts had many insights on the topic of live chat, and so, we are rolling out our insights in a 3-part series.

Contact Center 58

Contact Center Consulting Consulting Chatbots 58

ShepHyken

JULY 1, 2022

This week we feature an article by Prabhjinder Bedi, Chief Growth Officer at Tech Mahindra Business Process Services. He writes about the impact on the customer experience that metaverse will have on the travel industry and how customers and brands will navigate the new developments. Metaverse in Travel Industry.

Airlines 179

Airlines Upselling Customer Experience Chatbots 179

Netomi

JANUARY 5, 2022

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. He is a third-generation entrepreneur with extensive experience in retail, wholesale, franchising, and small business. Adrian Swinscoe.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

C3Centricity

JUNE 28, 2018

Did you know that CMOs have the shortest average term of office of any chief in the C-suite, according to a recent report by Korn Ferry? The most influential CMOs lead digital transformation with a customer-first mindset. How brands can offer the very best customer experience. confectionery business to Ferrero.

Marketing 59

Marketing Consulting Consulting Analytics 59

C3Centricity

JUNE 28, 2018

Did you know that CMOs have the shortest average term of office of any chief in the C-suite, according to a recent report by Korn Ferry? The most influential CMOs lead digital transformation with a customer-first mindset. How brands can offer the very best customer experience. confectionery business to Ferrero.

Marketing 54

Marketing Consulting Consulting Analytics 54

SmartKarrot

NOVEMBER 2, 2020

In the times of the coronavirus pandemic especially, a primary meter that will set businesses apart is customer experience. ” “Another study found that 67% of customers would be willing to pay more for a great customer service experience.”. He says, “It’s all about the customer onboarding experience.” “New

Customer retention 21

Customer retention Consulting Consulting Marketing 21

Beyond Philosophy

MAY 12, 2022

Customer Science is an exciting new variant of Customer Experience. I was a guest on a webinar with Verint on the Engagement Capacity Gap , which discusses where organizations need to be in this area vs. where they are with the Chief Marketing Officer of Verint, Celia Fleischaker. It Starts with Customer Science.

Contact Center 195

Contact Center Analytics First call resolution Consulting 195

Connect

OCTOBER 23, 2023

By Martin Cross, Chief Strategy Officer at Connect. Against this backdrop, the evolution of the contact centre is accelerating as multiple converging factors exert their influence on engagement and customer experience (CX). Martin Cross, Chief Strategy Officer. The cloud foundation.

Average Handle Time 72

Average Handle Time CRM Virtual Agent Metrics 72

Callminer

OCTOBER 11, 2018

In other cases, managers and QA teams are so overwhelmed with other tasks that they don’t utilize important metrics to their full potential, thus losing out on valuable performance and quality insights. Kaye Chapman is the Learning & Development Manager at Comm100 , a global provider of AI-powered digital customer conversation software.

Call Center 561

Call Center Metrics Contact Center Wait times 561

Branch Mesenger

MARCH 20, 2018

How bookstores are building community and using in-store experiences to bring back readers. What technology trends will shape the future of customer experience. He's a New York Times and Wall Street Journal best selling author and prolific public speaker and expert on all things customer service and customer experience.

Customer Service 48

Customer Service Airlines Technology Upselling 48

BlueOcean

FEBRUARY 11, 2020

We’re continually exploring, expanding, reading, learning, asking questions, and sharing our insights. With that mission in mind, we’re sharing five of the best articles we’ve discovered recently that are on the top of our minds. The Digital Challenges of Achieving Stellar Customer Experience. Read more here.

Customer Experience 71

Customer Experience outsourcing Customer effort Big data 71

Vistio

SEPTEMBER 30, 2021

Customer experience professionals have the tough job of keeping up with new technologies, developing strategies and processes for optimal agent performance, along with keeping up with the latest trends in the industry. Ian Barkin, Leading Technologist and Future of Work Expert. Follow Joe on LinkedIn for his posts and articles. >>>Listen

Business Process Outsourcing 98

Business Process Outsourcing outsourcing Consulting Consulting 98

Netomi

FEBRUARY 28, 2022

Women of Influence: 25 Innovative Customer Experience Leaders. As the COVID-19 pandemic disrupted many industries worldwide, customer experience proved to be more important than ever. Alexandra has more than 20 years of professional experience in Customer Care, Contact Centers and Customer Experience.

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64

ClearAction

NOVEMBER 4, 2020

Intentional Customer Experience as North Star for 2021 Lynn Hunsaker. Along with widespread thirst for customer insights is the heightened realization that mis-alignment to customers is wasteful and precarious. With today’s dynamics, Intentional Customer Experience is your crucial, customer-centered North Star.

Customer Experience 77

Customer Experience Wireless Metrics Enterprise 77

ijgolding

APRIL 9, 2020

For over eight years now, I have been travelling around the globe, sharing knowledge with people on how to deliver the customer experience (CX) as robustly and effectively as possible. Customer journey MANAGEMENT is what is required to drive sustainable improvement to the customer experience. Sticky notes can only get you so far….

Journey mapping 124

Journey mapping CRM Consulting Consulting 124

CSM Magazine

JUNE 16, 2023

These digital solutions herald a new epoch of personalized interactions, seamless support, and unparalleled efficiency. Proactive AI customer support with machine learning Companies no longer wait for customers to experience issues. LivePerson’s conversational platform goes beyond just providing insights.

Customer Service 52

Customer Service Virtual Agent Chatbots Enterprise 52

CSM Magazine

JUNE 12, 2020

In this in-depth article, Reina G. Lampton look at the state of customer service in the digital age. Telephone assistance, written letters, and face-to-face interaction—once staples of the office landscape—are no longer sufficient to meet the changing needs of today’s global marketplace. Wiatt and Jolene A. Omni-channels.

Customer Service 52

Customer Service Omni-channel support Virtual Agent Chatbots 52

Totango

SEPTEMBER 9, 2022

A quarterly business review (QBR) allows you to bring together your executives and your clients’ executives to assess the health of their business and your relationship, discuss their future goals and plans, and strategize how you can deliver more value to them. An update of goals, strategies, and KPIs to plan for future improvements.

Best practices 18

Best practices Benchmark Metrics B2B 18

RichCall

SEPTEMBER 13, 2017

Teresa Cottam , Chief Strategist, MVNOpro. @Al Shep Hyken , Customer Service and Experience expert – hyken.com. Blake Morgan , Customer Experience Futurist and the host of the Modern Customer Podcast. Colin Taylor , CEO and Chief Chaos Officer at the Taylor Reach Group. digital autonomy. Ian Jacobs.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

Tethr

OCTOBER 2, 2020

In a forever pandemic-changed world where the quality of your company’s customer service and experience means the difference between surviving or thriving, you may be hearing more about the Effortless Experience framework for mitigating customer disloyalty. One customer interaction can undermine an entire customer experience.

Customer effort 108

Customer effort Customer Care Coaching Surveys 108

Comm100

FEBRUARY 20, 2018

Articles about Chatbots boast the innovation that they bring to the table and paint artificial intelligence (AI) as the future of customer service and marketing. Sixty-one percent have plans to incorporate (or continue incorporating) AI into their customer experience. This leads to a happier, more fulfilling agent experience.

Chatbots 50

Chatbots Contact Center Benchmark Chief Customer Officer 50

Amity

FEBRUARY 10, 2017

Oracle Marketing Cloud offers a complete suite of powerful solutions that provide marketers with a comprehensive view of customer interactions, orchestrating the right experience for each customer and helping attract ideal customers that spend more, stay loyal, and become brand advocates. What type of metrics do you watch closely?

Marketing 80

Marketing Customer centricity Coaching Sales 80