ShepHyken

SEPTEMBER 21, 2018

Take a recent experience of my own involving British Gas, whereupon being let down on a maintenance agreement and requesting to lodge a complaint, I entered into their process to be told the complaints team would get back to me within 8, yes 8 weeks! .’ – (Source: American Express Customer Service Barometer 2017).

Customer Experience 256

Customer Experience Big data Technology Chatbots 256

ShepHyken

DECEMBER 12, 2016

Boomtrain) Artificial Intelligence, machine learning, and big data analytics have been around for a while in the B2B world. My Comment: Personalization is becoming one of the best ways to deliver a better customer experience and artificial intelligence (AI) is playing a big role in helping companies deliver that better experience.

Customer Service 255

Customer Service Chatbots Metrics Contact Center 255

ShepHyken

JUNE 30, 2017

This week we feature an article by Shaista Haque who writes about the top technology trends of 2017 that she believes will disrupt customer experience benchmarks. Also, the smart customers are becoming more inclined towards the online mediums of interactions like live chat, social media or even email. Shep Hyken.

Government 220

Government Technology Benchmark call center software 220

VocalCom

AUGUST 6, 2018

When you think of how artificial intelligence is being used in customer service these days, chatbots may come to mind. Indeed, chatbots have redefined the way in which customers interact with brands, helping consumers find answers more quickly and make purchases more seamlessly.

Customer Experience 48

Customer Experience Chatbots Big data Contact center software 48

Lumoa

JANUARY 9, 2018

Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices. Customers want you to know them.

Customer Experience 141

Customer Experience Big data Customer centricity Technology 141

Answer Dash

SEPTEMBER 19, 2017

The ability for companies to collect, store, and manage vast amounts of digital information has paved the way for big data to shape corporate strategy for a variety of departments. Challenges Involved With Implementation: Putting raw data to work through a cognitive AI program is not without it’s challenges.

Customer Experience 59

Customer Experience Big data Chief Customer Officer Technology 59

aircall

NOVEMBER 17, 2016

In 2017, customer service trends will continue to drive success. Customer service is the new marketing, don’t you know? Some customer service trends will fall by the wayside, others will be increasingly decisive. Omnichannel isn’t just a buzzword; de facto, it is one of the customer service trends which are here to stay.

Customer Service 54

Customer Service Self service Brand ambassadors virtual call center 54