HGS

OCTOBER 30, 2014

What trends are you seeing in the world of customer service? Interacting with our customers we see two major shifts in providing a great customer experience. Secondly, many consumers want to self-serve to complete their transactions. Don’t customers want to talk to “a real person”? Customer Service.

Telecommunications 130

Telecommunications Airlines Self service CRM 130

Win the Customer

DECEMBER 15, 2015

According to research by Gartner, 89 percent of executives are betting on customer experience as their primary mode of competition before the end of 2016. We want our personalized customer service to encompass a wide variety of platforms from social media to mobile while still being easy to use with lightning-fast responses.

Omni-channel support 72

Omni-channel support virtual call center Customer Experience Virtual Agent 72

ClearAction

JULY 3, 2017

Customer Experience Transformation Through Proactive Engagement Lynn Hunsaker. Employee engagement drives transformational changes that enable you to have quality in everything you do,” explained Carolyn Muise, Vice President of Total Customer Experience (TCE) at EMC. Give them tools to be effective executive sponsors.

Customer Experience 66

Customer Experience Government Engineering Finance 66

Eptica

JANUARY 8, 2016

Date: Friday, January 8, 2016 5 customer experience lessons from the 2015 Holiday Shopping season. This means that retailers need to focus on ensuring that they provide all the information a customer needs online to quickly make a buying decision, whatever device they are using. Published on: January 08, 2016.

Customer Experience 49

Customer Experience Multichannel Self service Contact Center 49

Joe Rawlinson

AUGUST 9, 2017

The 2017 IBM Consumer Experience Index (CEI) Study says only 3.4 percent of brands are delivering leading-edge customer experience , while 33.5 percent are delivering average service and 39.6 percent are lagging or falling behind today’s customer service trends.

Customer Service 104

Customer Service virtual call center Self service Analytics 104

Eptica

JANUARY 6, 2016

Date: Wednesday, January 6, 2016 What were the key customer experience topics in 2015? Author: Olivier Njamfa As we enter 2016, I’m already seeing plenty of predictions about what the year will bring for the customer experience and customer service markets. Published on: January 06, 2016.

Customer Experience 50

Customer Experience Multichannel Self service Contact Center 50

CCNG

OCTOBER 19, 2022

Less than half of CX execs trust their company's ability to deliver great experiences. Here are over 100 customer experience stats and trends for you to discover. 99% of Customer Experience and Success leaders believe CEM has a positive impact on their business. Only 8% of their customers agreed.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Eptica

SEPTEMBER 10, 2015

As technology gets more complex, and consumers look to connect it all together, the importance of the customer experience becomes ever more vital. Looking online, how are consumer electronics companies faring when it comes to the digital customer experience? Again, these figures are half those of electronics retailers.

Multichannel 76

Multichannel Customer Service Banking Self service 76

Vonage

AUGUST 15, 2016

A customer’s experience lives long beyond the purchase. Customers experience several touch-points with your company after the sale – from checking information on the website, viewing ads, reading articles, comparing brand experiences with peers, friends or influencers to contacting customer service.

Self service 69

Self service Contact Center Surveys Sales 69

Eptica

AUGUST 19, 2015

Author: Derek Lewis Recent Forrester research pointed out the importance of understanding customer emotion and creating empathy with consumers if brands are going to deliver a successful customer experience. This was backed up by Eptica ’s study ‘ The Power of Linguistics: Consumers vs. Agents: Can the Gap be closed?

Customer Service 85

Customer Service Self service Wireless Customer emotions 85

Aspect

MAY 10, 2018

This year’s ceremony is reported to be the most hotly-contested so far since the award scheme’s first one in 2014. The interesting thing about Ubisoft and Lidl is the contrast between the two projects but how both have an ultimate objective to change the way their brands interact with their customers.

Chatbots 89

Chatbots Self service Technology Enterprise 89

Fonolo

JANUARY 15, 2019

Yes, we all know this is a tale as old as the call center, and we also know the importance of the customer experience. However, 2018 brought the importance of customer experience management into the spotlight. Lesson 2: AI, Humans and Optimizing the Contact Center for the Digital Age.

Contact Center 80

Contact Center Gamification Call Center Self service 80

Eptica

JUNE 3, 2016

Time spent on mobile devices grew by 117% year on year between 2014 and 2015 and nearly half of all ecommerce transactions now take place on mobile devices. This shift to a mobile first world has a big impact on the customer experience and customer service. There are three areas to focus on: 1.

Customer Service 56

Customer Service Multichannel Airlines Self service 56

Vonage

JANUARY 30, 2019

Nine out of the ten topics mentioned in our inaugural 2014 version have become mainstream. Brands still struggle with the reality that omni-channel is about customer choice not cost reduction. In particular, making sure that customer context and intent follow wherever the conversation goes. AI & Contact Centres.

Self service 91

Self service APIs Cloud contact Interactive Voice Response 91

CSM Magazine

MARCH 13, 2020

Facilitating customer self-service using automated contact channels, such as IVR and chatbots is a recognised method of reducing strain on contact centers during spikes in demand. However, when it comes to reducing churn, applying a more granular approach can yield major benefits.

Chatbots 64

Chatbots Customer retention Contact Center Self service 64

Kayako

NOVEMBER 22, 2017

Taking the example above, the customer doesn’t have to wait until Monday morning for a response. Self-service is effective and efficient any time of the week. It’s not hard to self-serve when your support portal looks like this. Self-service is the best response when online customers are impatient.

Self service 88

Self service Customer Support Best practices Personalization 88

Solvvy

JULY 31, 2018

They knew they were onto something big when they won $15,000 in investments during their school venture competition in 2014. Our progress has led us to the point of reaching a 25% self-service rate, meaning 1 out of every 4 people who contact customer support through us never need to talk to an agent.

Customer Support 48

Customer Support Self service Enterprise Technology 48

Mindtouch

JULY 25, 2017

Support agents can solve cases more quickly, resulting in happier customer experiences and reduced cost-per-ticket. But taking the KCS methodology beyond Support to other organizations, namely Customer Success and Sales, introduces the potential for greater value. Expose Customers to Self-Service Knowledge.

Self service 59

Self service Best practices Upselling Analytics 59

Creative Virtual

OCTOBER 18, 2018

It’s more important than ever for organisations in Asia Pacific to connect with digital customers and create a convenient, efficient and seamless customer experience. This will be my fourth year presenting on the symposium theme, which this year is ‘Customer Intimacy Through Artificial Intelligence’.

Virtual Agent 40

Virtual Agent Chatbots Self service Best practices 40

Eptica

OCTOBER 6, 2015

In many ways the Citizens Advice research mirrors the findings of the 2015 Eptica Multichannel Customer Experience Study. This analyzed ten leading utilities and found that, on average, performance in the sector had worsened on email, chat and Twitter, and remained static on the web, since 2014. Share this page on: Tweet.

Customer Service 75

Customer Service Multichannel Self service Contact Center 75

Tenfold - Contact Center Blog

JUNE 22, 2018

It’s no longer enough to automate customer support through a healthy knowledge base or canned responses to web live chat. What’s needed now is to design customer support and the whole customer experience to suit and enhance an increasingly digital customer journey. It’s actually self-service.

Finance 64

Finance Banking Technology Chatbots 64

CSM Magazine

JANUARY 12, 2021

At this stage, it is important to be open with customers that the virtual assistant is in training. Using this approach, customer experience (CX) leaders can quickly identify what customers want and track intent trends to train the AI tool to learn from each interaction. Established in 2014, EBI.AI

Enterprise 52

Enterprise Automotive Average Handle Time Transportation 52

Education Services Group

FEBRUARY 3, 2021

Traditionally used for Q&A and support, these platforms are quickly pivoting to be the go-to for creating a self-service customer experience. Back in 2014, TSIA published a report on Measuring the Success of Customer Communities. When 72% of U.S. The untapped potential of community platforms.

Technical Support 59

Technical Support Technology Self service Enterprise 59

Lumoa

JUNE 14, 2023

When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). Its lean and straightforward formula for measuring customer contentment has made this metric a veritable “gold standard” in the customer experience space.

Customer centricity 83

Customer centricity Airlines Metrics Feedback 83

aircall

JANUARY 24, 2022

According to the 2017 American Express Customer Service Barometer , 81% of Americans said that businesses were at least meeting, if not exceeding their expectations for customer service, which is nearly 8 of 10. This percentage compares with only 67% in 2014. Strategies to Help Customers Feel Important.

Call Center 126

Call Center Best practices call center software CRM 126

COPC

SEPTEMBER 9, 2019

Being responsible for the deployment and innovation of the “datafication” and intellectualization of services, Allen and his team established a data-driven intelligent customer service approach which connects customers, services and products, which has achieved excellence in customer experience.

industry standards 40

industry standards Self service Strategic Value Finance 40

Mindtouch

MAY 23, 2016

When I say “CRM,” I don’t mean just call centers, or sales and marketing, costumer service, but also, because of conversation shifts, all those things that it shifts too. So customer engagement, customer experience is covered well. The idea of self service is covered. Why are you doing it?

CRM 59

CRM Self service Call Center Sales 59

Fonolo

AUGUST 21, 2018

Starting around 2014, it embraced this role whole heartedly, publishing a comprehensive Customer Service Playbook. For more on this tension, check out What’s the Ceiling on Self-Service? ). White Paper: The Secret Sauce for Increasing Customer Happiness. What’s Inside: Tracking Customer Engagement.

Customer Service 52

Customer Service Call Center Self service Personalization 52

Comm100

JANUARY 14, 2016

A recent Vision Critical study shows that 84% of CIOs of customer-centric companies are focusing on improving mobile customer experiences. As a result, you should create strategies to maximize the availability and accessibility of your customer service options. Self-Service Tools – Good for Everyone.

Customer Service 0

Customer Service Self service Advertising Airlines 0

Help Scout

JULY 6, 2021

If you’re using a shared Gmail or Outlook mailbox for support, a shared inbox tool can improve your agent and customer experience significantly. Though they’ve been around since 2014, they’ve seen significant growth over the last few years. It seems every day there’s a new support channel customers want to contact you from.

Customer Support 65

Customer Support Accountability Analytics Self service 65

Kayako

DECEMBER 31, 2015

Last year, we rounded up the best blog posts of 2014 and saw some trends on hiring, job policies and communication. 2015 saw the support community talk a lot about making things easier for the customer through both customer experience and communication. The best of customer experience.

Customer Support 35

Customer Support Self service Multi-channel support SaaS 35

Natalie Petouhof

JULY 16, 2015

One way to show they care is by providing better customer care. The value great customer service and customer experience has long been an underestimated value proposition in companies- even though people like me have created dozens of customer service and customer experience / social and digital media ROI models.

Analytics 63

Analytics Customer Service CRM Self service 63

Balto

AUGUST 3, 2022

We asked our respondents how much they agreed with the following statements on a scale of 1-5: Great service is the best way to build customer loyalty Great service is less important than solving a customer’s problem as quickly as possible Anything other than self-service support for customers ends up being a drain on customer resources.

Contact Center 52

Contact Center Interactive Voice Response Surveys Self service 52

Real Blue Sky

SEPTEMBER 7, 2022

Kylie launched her brand in 2014, and it quickly became a teen favorite through the clever use of social media. You can customize your live chat greeting with chat triggers like “welcome back” for returning visitors, or you can address visitors by name. Social Media Shopping.

Chatbots 52

Chatbots Technology Marketing Personalization 52

COPC

SEPTEMBER 3, 2019

Being responsible for the deployment and innovation of the “datafication” and intellectualization of services, Allen and his team established a data-driven intelligent customer service approach which connects customers, services and products, which has achieved excellence in customer experience.

industry standards 40

industry standards Enterprise Technology Self service 40

Avaya

NOVEMBER 8, 2017

Consider that only 14% of customers worldwide feel “extremely confident” in the banking industry , yet bank reliance remains strong. So strong, that the number of accounts at global financial institutions grew by 700 million between 2011 and 2014. Almost half are not yet comfortable with digital channels.

Banking 40

Banking Multichannel Customer advocacy Upselling 40

AWS Machine Learning

NOVEMBER 16, 2023

Since 2014, the company has been offering customers its Philips HealthSuite Platform, which orchestrates dozens of AWS services that healthcare and life sciences companies use to improve patient care. This is a joint blog with AWS and Philips.

Healthcare 92

Healthcare Government Engineering APIs 92