ShepHyken

NOVEMBER 27, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. When teams work in isolation, the result is simply noise. There is no end to the service/CX journey.

Customer Service 170

Customer Service Morale Customer retention Marketing 170

Beyond Philosophy

SEPTEMBER 1, 2022

We’ve all had experiences where we can anticipate what’s coming. So, today we are going to talk about intuition. Some proponents of intuition suggest that we should rely on our intuition more, that our guts are very wise, and that our lizard brain is very well attuned to what’s happening. What is Intuition?

Analytics 370

Analytics Consulting Consulting Personalization 370

Beyond Philosophy

MARCH 19, 2020

Some of the research told us what we expected to hear, but some of the revelations might surprise you. We talked about this research in a recent podcast. As I have mentioned before , Forrester and other research experts determined late last year that marketplaces were flat, and they see no improvement in Customer Experience.

Consulting 480

Consulting Consulting Marketing Customer Experience 480

ShepHyken

MAY 10, 2021

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. I like them all. Customers are enjoying self-service options, so give them what they want.

Customer Service 385

Customer Service Customer Support Surveys Self service 385

Beyond Philosophy

MARCH 31, 2020

There could hardly be many winners out of this but some will emerge stronger or less shattered than others. I’ve received a number of messages from airlines, hotel chains and travel site CEO’s about all the measures they are taking, the policies they are changing, etc. The world and the market had changed! The cost of life is dire.

Airlines 500

Airlines Healthcare Government Self service 500

Beyond Philosophy

JULY 20, 2023

I was at a drugstore standing before the vitamin shelves the other day. There are hundreds of bloody vitamin options. It got me thinking about how these various vitamin companies differentiate themselves and how that applies to non-vitamin-providing organizations, too. (To ” But I will get back to that in a minute.)

Marketing 270

Marketing Best practices Customer centricity Engineering 270

ShepHyken

OCTOBER 23, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: Do your customers know you care about them? But AI isn’t just a recent phenomenon.

Customer Service 158

Customer Service Construction Contact Center Scripts 158

CCNG

OCTOBER 11, 2023

When you find the answer, your company policy doesn't allow you to do what you know is right for the customer. You get a little curt, stop trying to explain and rush off the call because staying on longer just to keep repeating that there's nothing you can do will negatively impact your performance.

CCNG 195

CCNG Customer Experience B2C Finance 195

ShepHyken

DECEMBER 3, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. The day arrives, the notice goes out to the team, manuals hit desks… and within two weeks, nothing has changed.

Customer Service 149

Customer Service Personalization Surveys Chatbots 149

Beyond Philosophy

SEPTEMBER 24, 2020

So, what is Customer Science? In my view, Customer Science is the fusion between technology (mainly AI), behavioral science, and data. Customer Science is the fusion between technology (mainly AI), behavioral science, and data. Professor Ryan Hamilton is the only scientist I know. I thought, “Blimey!

Entertainment 349

Entertainment Consulting Consulting Finance 349

Beyond Philosophy

AUGUST 3, 2023

I am sharing it here, too, since many of you probably have the same question. So, without further ado, here are my insights gained from a decades-long career: Watch Colin talking about this on YouTube: Subscribe to our YouTube channel here to see all the latest videos! When I look at business today, change is ubiquitous.

Sales 195

Sales Management Marketing Consulting 195

Beyond Philosophy

JANUARY 27, 2022

Customer Science is the fusion of artificial intelligence (AI), customer data, and the concept of the behavioral sciences. I have seen it before with other influential business concepts, like Total Quality Management, Business Re-engineering, and Customer Relationship Management (CRM). I expect the same will be true for CX.

CRM 195

CRM Consulting Consulting Quality management 195

CCNG

SEPTEMBER 27, 2023

Budgets are getting tighter, and executive teams are asking contact center leadership to do more with a lower headcount. The frustrated customer hangs up and may even try a different channel, but when there is no resolution or they get a wrong answer from the chat agent, they pick up the phone and try calling in again.

Management 195

Management Average Handle Time Self service First call resolution 195

TechSee

MARCH 11, 2024

Industry events and news coverage are full of companies offering Generative AI , Conversational AI, chatbots, and AI Agents. As a result, it can be very challenging to assess Conversational AI providers. Many Conversational AI providers offer integrated reinforcement learning, which improves AI performance over time.

Chatbots 124

Chatbots Enterprise Scripts Virtual Agent 124

Beyond Philosophy

AUGUST 19, 2021

My podcast partner, Professor Ryan Hamilton of Emory University, and I were honored to celebrate our 200th podcast , The Intuitive Customer. What is Customer Science? Let’s take a closer look at what we learned from each of these (in no particular order). I feel like I’m part of a community there.

Customer Experience 261

Customer Experience Construction Consulting Consulting 261

Beyond Philosophy

OCTOBER 28, 2021

I recently discussed whether Customer Experience is dying on LinkedIn Live with two other Customer Experience champions, Joe Pine, co-author of The Experience Economy , and Lewis Carbone, Customer Experience expert and speaker, and founder of ExpereinceEngineering. So, What’s the Problem?

Customer Experience 244

Customer Experience Morale Consulting Consulting 244

ShepHyken

APRIL 21, 2023

It is a platform that helps teams save time and eliminate repetitive typing with just a few keystrokes. He writes about how successful brands have built consistency and reliability into their customer service. What do ya want?” In short, consistent and reliable customer service is about trust. What do ya want?”

Customer Service 156

Customer Service Scripts Accountability Customer Experience 156

Beyond Philosophy

JANUARY 26, 2023

However, in reviewing that content, I realized I was in sore need of an update. Before we get started, you should know that typically, people don’t know the answer when I ask these questions, which is why I ask them. Or should I call them provocations? Or should I call them provocations?

Customer centricity 195

Customer centricity Construction Education Customer Experience 195

ShepHyken

MAY 27, 2022

Even on days that we are not working, we have this subtle question running in our minds- Was I productive today? This is because we have come a long way in our understanding of productivity which is no longer only about the amount of work but something more. Boosting the customer support employee productivity . Benefits .

Customer Support 315

Customer Support Employee engagement Call Center Scripts 315

Outsource Consultants

FEBRUARY 26, 2024

There’s no substitute for expertise when it comes to thrilling customers. And there’s no shortage of experts at Outsource Consultants., Dave LaBatt: “We feel that you will see more and more AI-related solutions that will complement the call center agents in the coming years.

Call Center 67

Call Center outsourcing Customer Service Consulting 67

ShepHyken

OCTOBER 19, 2018

This week we feature an article by Lindsay Tjepkema who shares how people are using AI strategies and the impact they are having on the world of CX. – Shep Hyken. Introduction: AI in CX. _. I wanted to go beyond just regurgitating facts, figures, and formulas that you can find scattered about the web about how AI is impacting CX.

Customer Service 277

Customer Service Automotive Chatbots Airlines 277

ShepHyken

OCTOBER 1, 2021

He writes about what automated customer service can do for your business. One of the possible reasons for such lower adoption rates is not exploring what automation systems can do for their business. One of the possible reasons for such lower adoption rates is not exploring what automation systems can do for their business.

Customer Service 396

Customer Service Chatbots Interactive Voice Response Customer Support 396

ShepHyken

FEBRUARY 22, 2021

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Read on to learn about tips and tricks, and that will help you do the same. Here are my top five picks from last week.

Customer Service 350

Customer Service Customer centricity Construction Customer Experience 350

Fonolo

AUGUST 29, 2018

Being in the contact center industry for over 30 years, I have seen amazing advances in technology. I remember when ‘telemarketers’ were working off of flip charts, QA was through a Dictaphone recorder, and reports were done by tick sheets. Think about how you want to be treated, and treat your customers accordingly.”.

Contact Center 271

Contact Center Brand ambassadors Morale Telemarketing 271

ChurnZero

JANUARY 10, 2023

No matter what your role in Customer Success, creating and ideating on new content, strategies and engagements is key to the customer relationships you build and the results you drive. What is Customer Success AI ? Just ask Customer Success AI for a new cadence of emails, a call script, or a list of strategy ideas, for example.

Scripts 98

Scripts 98

TechSee

JANUARY 14, 2021

If you’ve ever been tempted to smash your wireless router or take a bat to your smart thermostat out of sheer frustration, then you already have a pretty good idea of why we do what we do at TechSee. We are a team of problem solvers who push the barriers of technology. Never heard of TechSee? ever again.

Wireless 109

Wireless Engineering Technology Chatbots 109

TechSee

JUNE 10, 2021

There are more cost-efficient, convenient, and safer options available that assist with truck roll optimization and even elimination, but many organizations have not implemented them. It’s no secret that truck rolls are a necessary evil for the service industry. Yes, they cost a lot.

Self service 207

Self service Analytics Transportation Healthcare 207

CX Global Media

JUNE 26, 2018

I met with Justin Robbins at the Contact Center Expo and we shared some observations with each other on what is going on in the industry. Of course, we were unable to avoid discussing what’s going on with Artificial Intelligence in Contact Centers and what affect it is having – and may have on our industry.

Contact Center 180

Contact Center Coaching Scripts contact center solutions 180

Peter Lavers

FEBRUARY 21, 2019

What were the key themes coming out of my coverage of February’s IBM’s showcase global conference Think 2019 in San Francisco? I was delighted to be invited by IBM Watson to Think 2019 in my role as an IBM Futurist. here are the top 10: #AI - Artificial Intelligence. DataScience. Transformation.

Customer centricity 167

Customer centricity Technology Marketing Customer Experience 167

Lumoa

JANUARY 24, 2024

I remember spending over 40 minutes trying to get change for a €20 bill in Paris until a kind stranger finally understood what I was asking for. After that frustrating experience, I had a newfound appreciation for customers who have to deal with unresponsive customer experience (CX) teams that fail to act on customer feedback!

Analytics 83

Analytics Feedback Metrics Surveys 83

TechSee

JUNE 9, 2022

Research shows that 9 in 10 self-service sessions end without a successful resolution, and the flow from self-service to a phone call to the service team can be anything but convenient. No Vision, No AI, No Service. The chatbot automatically initiates a visual session, and using computer vision AI identifies the issue.

Customer Experience 145

Customer Experience Self service Interactive Voice Response Technical Support 145

Solvvy

MAY 20, 2022

Over the next week or two, I’ll share more detailed information on why this next phase of our journey makes perfect sense for our employees, partners and most of all, for our valued customers. However, today, I want to share a different, and more personal, message of thanks. First, I want to thank our customers.

SaaS 126

SaaS B2B Management Marketing 126

AWS Machine Learning

OCTOBER 31, 2023

As their customer base grows, new customers are added daily, and their account teams have to manually sort through these new customers and link them to the proper parent entity. Enterprise Resource Planning (ERP) systems are used by companies to manage several business functions such as accounting, sales or order management in one system.

Healthcare 98

Healthcare APIs Engineering Accountability 98

Lumoa

FEBRUARY 14, 2024

The internet has no shortage of platforms for consumers to share their unfiltered opinions about businesses. That’s why it’s essential to continuously iterate new approaches to see what works best and integrate those into your CX strategy. This is because CX involves many factors that are outside your direct control.

Customer Experience 83

Customer Experience Chatbots Analytics SaaS 83

Vistio

MARCH 14, 2024

By Jeremy Watkin I’ve worked in a variety of contact center environments and managed contact center teams for a couple of decades at this point. But here’s the deal — I stink at acting and have zero clue about improv techniques. I also wish we had practiced the role play multiple times. Don’t believe me?

Scripts 52

Scripts outsourcing Contact Center Personalization 52

Interactions

SEPTEMBER 8, 2023

Thankfully, customer service tools have advanced in recent years, and AI is accelerating the change. Brands committed to creating exceptional customer experiences have turned to conversational AI solutions like Interactions Intelligent Virtual Assistant (IVA). However, not all AI virtual assistants are created equal. Guess what?

Customer Service 62

Customer Service Self service Contact Center Banking 62

CSM Magazine

MARCH 8, 2024

At Sabio’s Disrupt 2024 in London earlier this week, Barack Obama – the former President of the United States – discussed the future of customer experience (CX), focusing on the risk and rewards associated with artificial intelligence (AI). ” And yes, you did read those opening paragraphs correctly!

Finance 52

Finance Banking Technology Engineering 52