Steve DiGioia

JANUARY 9, 2017

…a tongue-and-cheek look at what customer service might be This original article was written by Steve DiGioia. Year after year we hope service and the customer experience gets better. But great service comes at a cost, a high labor cost that many businesses are not willing or able to pay. Self Service.

Advertising 100

Advertising Self service Personalization Technology 100

Aspect

OCTOBER 2, 2018

My husband appreciated the personalized customer service and rewarded her with a generous tip. . There is no denying that people appreciate personalized service. adults are willing to share personal data with companies that use that data for personalization.

Personalization 78

Personalization Surveys Chatbots Interactive Voice Response 78

DMG Consulting

MARCH 15, 2017

Top Ten Contact Center and Servicing Goals for 2017. In November and December 2016, DMG conducted a worldwide survey of contact center and enterprise servicing goals for 2017. The top ten contact center and enterprise servicing goals for 2017, in order of priority, are: Deliver an outstanding customer experience (60.8

Contact Center 48

Contact Center Customer retention Analytics Self service 48

Fonolo

JANUARY 17, 2023

Along with huge cost savings, AI will be a tremendous boon to customers longing for better self-service, and agents who need relief from repetitive taskwork. It’s clear that AI’s impact on customer care and CX will be profound. What Do Customers Value in CX? Friendly service. Convenience. Human touch.

Contact Center 154

Contact Center Interactive Voice Response Chatbots Average Handle Time 154

Answer Dash

OCTOBER 15, 2019

The global customer self-service market is booming, with a compound annual growth rate (CAGR) of 18.4%. Self-service is taking over and becoming a key player in the customer service market, and both companies and consumers should take notice. In other words? Here’s everything you need to know.

Self service 52

Self service Marketing Technology Personalization 52

ShepHyken

NOVEMBER 20, 2017

Omoto) Quite a few organizations, even today, consider customer experience as a tertiary function. They assume that in the order of priority, it comes after customer acquisition. Hence, unfortunately, when it comes to cost cutting or deprioritizing, customer experience initiatives are the first ones to face the brunt.

Customer Service 95

Customer Service Personalization Upselling Self service 95

ShepHyken

MAY 5, 2017

This week on our Friends on Friday guest blog post my colleague, Dan Rood, writes about the precious commodity of time and why we must use the latest technologies to help customers save time and have amazing customer experiences. I think a great self-service option is key for everyone. Shep Hyken.

Self service 201

Self service APIs Surveys Analytics 201

DMG Consulting

JULY 19, 2017

DMG Consulting Releases 2017 Intelligent Virtual Agent Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2017 Intelligent Virtual Agent Product and Market Report.

Virtual Agent 48

Virtual Agent Consulting Consulting Marketing 48

ShepHyken

JUNE 28, 2019

Airline agents are still at check-in counters to guide passengers after self-service kiosks and to arrange complicated ticketing. But the phone conversations that are handled by human agents are generally becoming longer and more complicated as simpler inquiries are handled through self-service options.

Contact Center 285

Contact Center Self service Banking Airlines 285

Solvvy

OCTOBER 23, 2020

The importance of eCommerce experiences have never been greater than in the age of social distancing. Chatbots and automated support are crucial to ensuring exceptional customer experiences. Solvvy’s complete chatbot creates opportunities for eCommerce companies to serve their customer’s needs.

Chatbots 48

Chatbots Customer Experience Self service Analytics 48

Revation Systems

DECEMBER 11, 2017

Just as modern technology has transformed communication in our personal lives, current digital innovations are completely restructuring the traditional contact center business model — significantly changing the way consumers and businesses communicate. Self-service. Omni-channel. Social Media.

Contact Center 48

Contact Center Self service Technology Enterprise 48

Avaya

SEPTEMBER 30, 2016

In fact, according to a new research commissioned by the organisers of IP Expo, 37% of respondents believe that AI will be a main technology focus for businesses in 2017. Personally, I think these fears are largely unfounded. It provides automation and analysis of customer interactions, delivering efficient self-service.

Enterprise 76

Enterprise Chatbots SaaS Self service 76

ShepHyken

JULY 24, 2017

My Comment: Some people believe that self-service solutions, live chat and social channels are used by a younger generation. 5 Fresh Examples of Customer Experience Innovation by Blake Morgan. My Comment: The customer is upset and wants to speak to a supervisor. That is far from the truth. concept in action.

Customer Service 132

Customer Service Self service Accountability Customer Experience 132

Vonage

FEBRUARY 23, 2017

The days of winning over your customers’ hearts and minds based solely on the quality of your product or service are over. This leaves delivering a speedy, personalized and friendly customer experience as the best way to differentiate your business from its competitors. Customer service centers need updating.

Multichannel 87

Multichannel Self service Contact Center Advertising 87

Revation Systems

JUNE 18, 2018

As innovative technology continues to burst into every marketplace, customer experience has become a primary focus for many organizations. Blake Morgan, an MBA professor at Rutgers University and author who focuses on customer interactions, defines customer experience as the perception that customers have of your brand.

Chatbots 48

Chatbots Customer Experience Self service Surveys 48

SharpenCX

DECEMBER 23, 2020

“No matter how successful specific tools are (for example, online self-service), companies that lack visibility into where customers are choosing to interact from touchpoint to touchpoint can still experience service breakdowns.” – McKinsey & Company.

Customer Service 145

Customer Service Contact Center Self service Metrics 145

Eptica

JANUARY 19, 2017

Date: Thursday, January 19, 2017 Capturing emotion for a better APAC customer experience. Published on: January 19, 2017. However, in today’s competitive markets this is no longer enough to win and retain customer loyalty. This is particularly true as we move into 2017.

Customer Experience 58

Customer Experience Multichannel Self service Scripts 58

Interactions

MARCH 20, 2019

So in order to craft the perfect customer experience, we need to know what customers want out of their customer care interaction. Simply put, customers want a quick, effective solution. The first way you can value your customer’s time is by not making them wait in a queue in order to speak to a representative.

Customer Experience 67

Customer Experience Customer Service Customer Care Self service 67

Eptica

NOVEMBER 22, 2017

Date: Wednesday, November 22, 2017 The 5 rules of Retail Christmas Customer Experience. Published on: November 22, 2017. It is likely that consumers will be more careful in their spending, with rising prices and inflation leading to overall retail sales falling year on year between September 2016 and 2017.

Customer Experience 73

Customer Experience Best practices Benchmark Self service 73

Peter Lavers

JANUARY 31, 2017

Here are the top challenges that participants agreed businesses are facing in 2017 when it comes to this subject: People don’t “go online” any more – they’re always online. So, to win in 2017 we need to figure out what’s “scarce” these days that we can use to make our marketing and customer experience distinctive.

B2B 113

B2B Self service Personalization Marketing 113

NICE inContact

JUNE 28, 2017

Technology has dramatically changed consumer expectations over the last 10 years with companies who want to lead in the digital customer experience finding ways to utilize technology in smarter ways. New technology can enhance both agent-assisted and self-service interactions. So what trends will have an impact in 2017?

Customer Experience 48

Customer Experience Self service Technology Personalization 48

Fonolo

NOVEMBER 17, 2020

I see the CX industry finding new, faster and more efficient ways to meet their customers’ needs, maybe through the use of new technology, while also balancing a deeply personal, empathetic human connection.”. Sometimes, you just need to speak to a person. Historic Call Center & Customer Experience Trends.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

ShepHyken

JULY 24, 2017

My Comment: Some people believe that self-service solutions, live chat and social channels are used by a younger generation. 5 Fresh Examples of Customer Experience Innovation by Blake Morgan. My Comment: The customer is upset and wants to speak to a supervisor. That is far from the truth. concept in action.

Customer Service 72

Customer Service Self service Accountability Customer Experience 72

Eptica

OCTOBER 25, 2017

Date: Wednesday, October 25, 2017 Turning customer experience into competitive advantage. Published on: October 25, 2017. Author: Vincent Giraud Customer experience is becoming the primary differentiator for brands , whatever industry they are operating in. There are four areas that they need to work on: 1.

Customer Experience 56

Customer Experience Banking Best practices Advertising 56

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

VocalCom

MARCH 26, 2018

Many companies strive to make their customers’ lives easier through digital engagement. While customers may enjoy faster and more personalized service, their experiences are hardly stress-free. Making purchases online comes with risks, and companies that fail to protect their customers lose trust.

Self service 97

Self service Contact center software Interactive Voice Response Contact Center 97

Eptica

MARCH 14, 2018

Date: Wednesday, March 14, 2018 How do UK banks rate on customer experience? Government legislation is committed to making it easier than ever for customers to change banks and interest rates remain low, meaning that service is a primary differentiator between companies. Published on: March 14, 2018.

Banking 49

Banking Customer Experience Multichannel Government 49

HGS

SEPTEMBER 12, 2017

4 Customer Service Lessons from the Equifax Cyberattack. 7, 2017, Equifax reported that a cyberattack had allowed hackers to access sensitive information for 143 million Americans, including Social Security and driver’s license numbers, birth dates, and addresses. Tue, 09/12/2017 - 23:48. Impact to consumers.

Customer Service 113

Customer Service outsourcing Contact Center Banking 113

Solvvy

SEPTEMBER 20, 2022

Chatbots give customers a self-service option that is easy to use and provides accurate information. This reduces the number of tickets customer service teams need to address. Customer service agents working to assist people as quickly as possible may not have the time to capture the details of interactions.

Chatbots 62

Chatbots Metrics Customer Support Customer Service 62

Eptica

MAY 25, 2017

Date: Thursday, May 25, 2017 How autonomous customers are driving Asian customer experience. Published on: May 25, 2017. Author: Vincent Giraud The relationship between customers and brands has fundamentally changed. However, self-service alone is not enough. Share this page on: Tweet.

Customer Experience 49

Customer Experience Self service Best practices Customer centricity 49

CSM Magazine

FEBRUARY 28, 2020

The collaboration will utilise the technologies of both companies to provide customers with self-service solutions capable of enhancing customer experience, sales and support services.

Virtual Agent 59

Virtual Agent Self service Banking Chatbots 59

Joe Rawlinson

AUGUST 9, 2017

Mobile technology has been changing consumer expectations for both e-commerce and brick-and-mortar retailers, making it more challenging to deliver satisfactory customer service. The 2017 IBM Consumer Experience Index (CEI) Study says only 3.4 percent of brands are delivering leading-edge customer experience , while 33.5

Customer Service 104

Customer Service virtual call center Self service Analytics 104

Answer Dash

SEPTEMBER 19, 2017

The big data push is particularly big within customer experience space, where countless customer touchpoints can be analyzed to improve interactions and increase loyalty. Cognitive AI can leverage information from customer conversations, learn from previous interactions, and automate common responses to common requests.

Customer Experience 59

Customer Experience Big data Chief Customer Officer Technology 59

TechSee

MAY 15, 2018

All eyes were on the smart home market in 2017. In fact, according to PwC’s 2017 consumer study of the IoT and the connected home, while 81% of consumers are aware of smart technology, only 26% actually own a smart device. This perception is in conflict with modern consumers’ aspirations to be able to self-manage their technology.

Marketing 111

Marketing Wireless Entertainment Self service 111

Eptica

AUGUST 30, 2017

Date: Wednesday, August 30, 2017 How text analytics delivers customer experience value. Published on: August 30, 2017. You might also be interested in these posts: Instant messaging and customer experience in Asia. Share this page on: Tweet. Five ways retailers can improve CX ahead of Peak.

Analytics 50

Analytics Customer Experience Chatbots Best practices 50

HGS

FEBRUARY 1, 2017

They must provide optimized customer service across various digital channels while also using new tools to better understand customer demographics and preferences, to deliver more personalized service. Wendy: How is this changing BPO services engagements?

Self service 100

Self service Contact Center Journey mapping Virtual Agent 100

Eptica

MARCH 14, 2017

Date: Wednesday, March 15, 2017 Chatbots and bots - what they mean for customer experience. Published on: March 15, 2017. But what do the terms bot, chatbot and artificial intelligence actually mean – and how can they improve your customer experience?

Chatbots 50

Chatbots Customer Experience Self service Marketing 50