Avaya

APRIL 3, 2017

I wanted to explore some of the observations from the conference—especially those about contact center operators leveraging customer journey maps for serving customers effectively via chat, SMS and other messaging communiques. It’s not surprising to find a female agent is more successful upselling to a male customer buying flowers.

Journey mapping 58

Journey mapping Chatbots Contact Center Airlines 58

CCNG

OCTOBER 19, 2022

Forrester, 2016) 55% of CX professionals believe their companies will be too slow and face disruption from more innovative, nimble, and customer-focused competitors. times more likely to have CX efforts in marketing not primarily focused on the path to purchase but on the journey after acquisition.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Comm100

AUGUST 21, 2018

The decision to take on chatbot customer service is an exciting one for companies. As Forrester notes in their 2016 report, How Analytics Drives Customer Life-Cycle Management , “Every customer interaction leaves a trail of customer data waiting to be analyzed.” But how should human versus chatbot metrics be treated?

Metrics 40

Metrics Chatbots Average Handle Time Wait times 40

Comm100

AUGUST 21, 2018

The decision to take on chatbot customer service is an exciting one for companies. As Forrester notes in their 2016 report, How Analytics Drives Customer Life-Cycle Management , “Every customer interaction leaves a trail of customer data waiting to be analyzed.” But how should human versus chatbot metrics be treated?

Metrics 40

Metrics Chatbots Average Handle Time Wait times 40