ShepHyken

MAY 22, 2017

Userlike) The phone is one of the oldest and most personal customer service channels. 2017 Customer Experience Lessons from the Airline Industry…So Far by Sarah Frazier. The post 5 Top Customer Service Articles For the Week of May 22, 2017 appeared first on Shep Hyken. Great common sense – that unfortunately is not so common!

Airlines 205

Airlines Customer Service Self service Technology 205

ShepHyken

FEBRUARY 27, 2017

Customers do want quick automated service, until they need to talk to a person. Personalization Becomes an Imperative for Brand Loyalty by Jim Tierney. Loyalty 360) Personalization is becoming a consumer expectation and a brand imperative to engender customer loyalty. 7 Foundations Of A Great CX Program by Ben Motteram.

Customer Service 189

Customer Service Personalization Chatbots Self service 189

ShepHyken

FEBRUARY 20, 2017

Pay attention to their six pillars of customer experience, especially the one on personalization. This article by Bob Phibbs begins with a good one: Customer service is the ability to make one person feel, for just a few minutes, like they are the most important person in the world. Follow on Twitter: @Hyken.

Customer Service 212

Customer Service Finance Contact Center Personalization 212

Fonolo

NOVEMBER 21, 2017

Below is a list of the contact center acquisitions that we think were the most impactful in 2017. This transaction actually closed in December of 2016, but we’ll let it sneak in to 2017 because it is so significant. The 800 person company resells products from over 300 technology vendors and claims over 7000 customers.

Contact Center 129

Contact Center Abandon rate Call Center Technology 129

ShepHyken

MAY 15, 2017

Pitney Bowes Updates Communicate for Personalized Customer Engagement by Dom Nicastro. This article highlights how they are keeping up with the very popular trend of customer personalization. The post 5 Top Customer Service Articles For the Week of May 15, 2017 appeared first on Shep Hyken. And, who doesn’t want that!

Customer Service 174

Customer Service Airlines Customer retention Personalization 174

ShepHyken

JANUARY 2, 2017

When AI (artificial intelligence) kicks in and delivers personalized and relevant messages to the customers – the kind they want and when they want them. Here are a few lessons from 2016 to help you prepare and improve your customer service on Twitter for 2017. And, what can make that message even better? Follow on Twitter: @Hyken.

Customer Service 192

Customer Service Self service Feedback Customer Care 192

ShepHyken

JANUARY 30, 2017

My Comment: While most companies are trying to create a digital presence to capture customers who prefer to do business on the Internet, keep in mind that the interactions are less likely to garner customer loyalty than a person-to-person experience. Follow on Twitter: @Hyken.

Customer Service 203

Customer Service Airlines Customer Experience Personalization 203

ShepHyken

OCTOBER 16, 2017

Customers will accept an AI customer support alternative as long as they can quickly and conveniently (and sometimes invisibly) switch to a live person. The post 5 Top Customer Service Articles for the Week of October 16, 2017 appeared first on Shep Hyken. The best companies know when it’s time to move away from the machine.

Customer Service 194

Customer Service Marketing Customer Experience Sales 194

TRUSTID

JUNE 26, 2019

Our personal information is valuable to us. Collectively, its value should only be if any worth to each person it’s associated with. This means bank agents are still asking customers personal security questions to verify who they are. It’s the data that uniquely identifies who we are.

Personalization 78

Personalization Banking Engineering Government 78

ShepHyken

OCTOBER 2, 2017

In the next three to five years alone, chatbots will become nearly ubiquitous, and work seamlessly with human customer support agents to provide customers with efficient, personalized responses. The post 5 Top Customer Service Articles for the Week of October 2, 2017 appeared first on Shep Hyken. Follow on Twitter: @Hyken.

Journey mapping 207

Journey mapping Customer Service Customer centricity Chatbots 207

AWS Machine Learning

MARCH 30, 2023

Amazon Personalize is excited to announce the new Trending-Now recipe to help you recommend items gaining popularity at the fastest pace among your users. Amazon Personalize is a fully managed machine learning (ML) service that makes it easy for developers to deliver personalized experiences to their users.

Personalization 82

Personalization APIs Accountability Engineering 82

ShepHyken

JANUARY 23, 2017

Personal touch for customer service drives retention, loyalty by Helen Leggatt. BizReport) Despite more service providers moving towards digital interaction, a more personal touch in customer service helps drive loyalty and retention, according to a global study from Verint Systems. In other words, they can’t prove financial success.

Customer Service 149

Customer Service Self service Customer retention B2B 149

Steve DiGioia

JANUARY 9, 2017

Two lanes with a person and 2 lanes each with 4 self checkout terminals. An example, according to whatis.techtarget.com , Facebook’s News Feed uses machine learning to personalize each member’s feed. Personalized Advertising. What do you see? This is getting a little ridiculous now. Who needs to go to the fortune teller anymore?

Advertising 100

Advertising Self service Personalization Technology 100

bold360 Blog

FEBRUARY 6, 2019

Sales reps were the main source of product information, guiding prospects toward a purchase via phone conversations and in-person meetings. Today’s B2B buyers shop for business solutions just like they shop for personal products. Chatbots are helping companies deliver this kind of personalization at scale.

B2B 82

B2B Personalization Chatbots B2C 82

Beyond Philosophy

DECEMBER 19, 2017

They include: Personalization. Just 12 months ago in 2015, they scored 7.33; in 2017, just 7.08. I see these two things being major contributory factors to the lack of success of UK companies, and it hurts me to say that, being a proud British person working in this field since 2002. www.warc.com 4 December 2017.

Customer centricity 383

Customer centricity Consulting Consulting Banking 383

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. Learn more about chatbots and see them in action here [link].

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

TRUSTID

JUNE 26, 2019

Our personal information is valuable to us. Collectively, its value should only be if any worth to each person it’s associated with. This means bank agents are still asking customers personal security questions to verify who they are. It’s the data that uniquely identifies who we are.

Personalization 49

Personalization Banking Engineering Government 49

Mindtouch

OCTOBER 19, 2017

Announcing the TOP 124 Salesforce Influencers of 2017 (both listical and digital asset provided below). This list reflects the top 124 influencers who can walk the talk when it comes to accelerating customer engagement with Salesforce (see bottom of page to register and meet them in person). 2017 Top 124.

Consulting 91

Consulting Consulting Engineering CRM 91

Quadient

NOVEMBER 15, 2017

Back when we were still GMC Software in the early 2000s, Quadient set the standard at the time for personalization software with our PrintNet Solutions Portfolio. Our tagline was literally "The New Standard in Personalized Communications".

Personalization 59

Personalization 59

Customer Service Life

MARCH 24, 2018

So what did I do to come up with three lessons for 2017? In 2017, I finally openly discussed my feelings with other contact center professionals — 14 of them to be exact. So those are my three lessons from 2017. As I look over these again, I’ve covered technology, operations, and personal and employee growth and development.

Coaching 60

Coaching Chatbots Contact Center SaaS 60

ShepHyken

NOVEMBER 20, 2017

One-to-One Personalization in the Age of Machine Learning by Karl Wirth & Katie Sweet. Evergage) In this book, discover what one-to-one personalization is all about, how it’s evolved and what the future entails. One of the big topics driving the customer experience today is “personalization.” And, it’s free. Great article.

Customer Service 95

Customer Service Personalization Upselling Self service 95

Contact Center Pipeline

SEPTEMBER 6, 2017

The personal and financial losses revealed […]. Hurricane Harvey, the first Category 4 hurricane to hit the United States in more than a decade, has devastated communities across southeast Texas. The water that rained from the skies on Texas has been measured in the trillions of gallons.

Contact Center 157

Contact Center Personalization Call Center 157

Topdown

JANUARY 12, 2018

There’s no doubt that personalization is important in today’s business world. According to the 2017 Global Consumer Pulse Research , published by Accenture, 48% of consumers expect specialized treatment for being a good customer, with 33% of those consumers who abandoned a relationship doing so because personalization was lacking.

Personalization 48

Personalization Customer Experience 48

Calabrio

FEBRUARY 16, 2017

With 2016 behind us, we’re wondering what we can glean from the flurry of predictions, prophecies and prognostications for 2017. In 2017, we’ll see leading marketing organizations expand to incorporate contact center touchpoints with voice-of-the-customer analytics technology. Ready for 2017 and beyond? Start here.

Customer centricity 61

Customer centricity Contact Center Call Center outsourcing 61

DMG Consulting

JULY 19, 2017

DMG Consulting Releases 2017 Intelligent Virtual Agent Product and Market Report. What: Releases 2017 Intelligent Virtual Agent Product and Market Report. When: Today, 19 July 2017. The 2017 Intelligent Virtual Agent Product and Market Report is the only in-depth analysis of these emerging solutions.

Virtual Agent 48

Virtual Agent Consulting Consulting Marketing 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. The post Artificial Intelligence in 2017: the Next Step for Enterprises?

Enterprise 76

Enterprise Chatbots SaaS Self service 76

ShepHyken

SEPTEMBER 15, 2017

The 2017 Warc Toolkit, produced in association with Deloitte Digital, reports that 58% of CMOs around the world predict within the next five years, AI will need to be a necessary part of marketing strategies in order for a brand to succeed. That data gives marketers the knowledge required to build compelling messaging and advertising.

Marketing 490

Marketing Advertising Big data Personalization 490

Talkdesk

MAY 31, 2017

Following the success of Opentalk 2017, the entire Talkdesk team has been hard at work preparing this month’s exciting product release. Beginning in May 2017, Talkdesk users can enjoy the following features: Open Beta: Talkdesk Sentiment in Salesforce. The post May 2017 Product Release appeared first on Talkdesk.

APIs 40

APIs Call Center Enterprise Benchmark 40

Kayako

JANUARY 12, 2017

It’s easy to rush into 2017 without appreciating the good parts of 2016: there is now a lot of great content out there that supports you, the customer advocating superhero! Here’s our list of the best articles from last year to help you understand the trends and show how you can provide an amazing customer experience in 2017.

Customer Experience 79

Customer Experience Chief Customer Officer Customer centricity B2B 79

Talkdesk

DECEMBER 13, 2016

Talkdesk is bringing these heroes together next April for Opentalk 2017 to discuss and reshape trends in customer communication. Here’s a quick rundown of the details: Dates : April 25 -26, 2017. The post Announcing Opentalk 2017 appeared first on Talkdesk. There are other customer heroes like you.

Multichannel 40

Multichannel Customer Support Customer Experience Personalization 40

Beyond Philosophy

JULY 19, 2018

The British Medical Association (BMA) lobbied for an opt-out system for organ donation in the UK, and in late 2017, Prime Minister Theresa May announced that England would do it, following the lead of Wales who had implemented the system. 13 October 2017. 5 July 2017. 4 October 2017. www.youtube.com. 26 April 2018. <

Customer centricity 498

Customer centricity Government Customer Experience Consulting 498

Provide Support

SEPTEMBER 27, 2017

Key Personality Traits for A Perfect Service Rep. Before we jump into exploring what makes a fantastic customer service employee, here are the key questions you should ask before hunting for a perfect support agent: What is the ideal support personality for YOUR company culture? © 2003 - 2017 Provide Support LLC. Read more.

Personalization 58

Personalization Customer Service Customer Support Best practices 58

Eptica

DECEMBER 20, 2017

Date: Wednesday, December 20, 2017 What were the key CX trends in 2017? Published on: December 20, 2017. Author: Pauline Ashenden As we come to the end of a busy 2017 it is a good time to review the year, and in particular to look at the most important developments in customer experience over the last 12 months.

Chatbots 48

Chatbots Multichannel Customer centricity Analytics 48

Customer Experience Matters

NOVEMBER 15, 2017

The post 2017 Temkin Group CX Excellence Award Winners appeared first on Customer Experience Matters®.

Customer centricity 67

Customer centricity Enterprise Metrics Customer Experience 67

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. The post Contact Center Trends for 2017 appeared first on Revation Systems.

Contact Center 48

Contact Center Self service Technology Enterprise 48

DMG Consulting

MARCH 31, 2017

DMG Consulting Releases 2017 Contact Center Workforce Management Product and Market Report. What: Releases 2017 Contact Center Workforce Management Product and Market Report. When: Today, 21 March 2017. DMG expects the WFM market to grow by 8% in 2017 and 2018, and by 9% in 2019, 2020 and 2021.

contact center workforce 48

contact center workforce Consulting Consulting Contact Center 48