ShepHyken

MARCH 12, 2018

Each week I read a number of customer service and customer experience articles from various resources. How to Design a Stellar Customer Experience by Michal Maimaran and John Schroeder. New Report: Which Brands Deliver the Best Customer Experience? Here are my top five picks from last week.

Customer Service 99

Customer Service Big data Technology Customer Experience 99

Customer Experience Matters

APRIL 4, 2018

Clicktale Overview: Clicktale is a leading provider of ‘Experience Analytics’ software. Unlike other analytics platforms, Clicktale’s Experience Cloud helps improve customer experiences Read More. The post Winners: 2018 CX Vendor Excellence Awards appeared first on Customer Experience Matters®.

Analytics 50

Analytics Customer Experience 50

ShepHyken

SEPTEMBER 7, 2018

What’s one way your team can use input from your customers to build trust with future buyers, and help drive more interest and revenue for the company? Of course, you might already have testimonials and case studies on your site, so you probably don’t need a customer review program. A review program.

B2B 205

B2B Surveys Sales Marketing 205

8x8

FEBRUARY 26, 2018

We’ve spent the last year building and perfecting cloud communications, collaboration and customer engagement solutions that both simplify and enhance the employee and customer experience. Enterprise Case Studies: How We Made Our Contact Center Upgrade Decision. Andrei Soroker, Director of Product Strategy, 8x8.

Enterprise 54

Enterprise Customer Experience Contact Center Cloud contact 54

Beyond Philosophy

DECEMBER 25, 2017

I always say that Customer Experience is a journey, not a destination. After all, once you arrive, it is already time to refine your experience more. So, celebrate your successes for 2017 but prepare for new challenges in 2018. Is a ‘Human Free’ Experience the Future? Who Wins—Brand or Customer Experienc e?

Advertising 297

Advertising Entertainment Customer emotions Customer Experience 297

8x8

FEBRUARY 26, 2018

We’ve spent the last year building and perfecting cloud communications, collaboration and customer engagement solutions that both simplify and enhance the employee and customer experience. Enterprise Case Studies: How We Made Our Contact Center Upgrade Decision. Andrei Soroker, Director of Product Strategy, 8x8.

Enterprise 48

Enterprise Customer Experience Contact Center Cloud contact 48

8x8

FEBRUARY 26, 2018

We’ve spent the last year building and perfecting cloud communications, collaboration and customer engagement solutions that both simplify and enhance the employee and customer experience. Enterprise Case Studies: How We Made Our Contact Center Upgrade Decision. Andrei Soroker, Director of Product Strategy, 8x8.

Enterprise 48

Enterprise Customer Experience Contact Center Cloud contact 48

Monet Software

OCTOBER 22, 2018

Wrapping Up Dreamforce 2018. Commitment to Customer Experience Tops Priority List. From the discussions we had with customers and other industry professionals, it seemed to be a move toward using AI (artificial intelligence) to create a better customer experience. You’ll find them all here as well.

contact center solutions 48

contact center solutions Contact Center Quality management Feedback 48

ShepHyken

DECEMBER 4, 2017

Rethinking Federal Customer Experience by Frank Konkel. Nextgov) This eBook looks at how agencies are baking customer experience into their missions. My Comment: Let’s kick off this week’s Top Five with an interesting concept: That the United States government could provide excellent customer service.

Customer Service 0

Customer Service Government Customer emotions Marketing 0

CSM Magazine

DECEMBER 14, 2017

Eleven organizations have been shortlisted to win the 2018 Customer Contact Innovation Awards. The winners will be announced at the Gala dinner on April 24th at the close of the annual Customer Strategy & Planning conference organized by The Forum.

Best practices 40

Best practices Banking Coaching Analytics 40

Creative Virtual

SEPTEMBER 6, 2018

The conference features case studies, industry use cases, and a series of interactive, topical panel discussions. The post C3 San Francisco 2018: Enabling conversational commerce for customer service appeared first on Creative Virtual.

Customer Service 45

Customer Service Chatbots Virtual Agent Best practices 45

ClearAction

OCTOBER 16, 2019

Acquisition Addiction’s Impact on Customer Experience ROI Lynn Hunsaker. Addiction to acquisition of customers is taking a toll on customer experience ROI. trillion dollars lost through customers switching suppliers every year in the USA is equivalent to the GDP of Canada or Italy? Did you know that 1.8

Customer Experience 59

Customer Experience Customer centricity Marketing Customer retention 59

Eptica

JANUARY 10, 2018

Date: Wednesday, January 10, 2018 Delivering an AI-powered customer experience at Birmingham City Council. Published on: January 10, 2018. Author: Neil Cox Local authorities across the UK are under constant pressure to increase efficiency and productivity, while delivering a high quality experience to the public.

Customer Experience 49

Customer Experience Average Handle Time Best practices Education 49

ijgolding

JANUARY 18, 2018

2018 is the first calendar year in my career as a global customer experience specialist that I have looked forward more in hope than expectation. My last article of 2017 explained why I have a number of concerns regarding the evolution of Customer Experience around the world.

Customer Experience 0

Customer Experience Real estate Government Customer centricity 0

ShepHyken

JUNE 8, 2018

Today’s customer support landscape is more than just email. In 2018 customer support spans so much more than help@yourcompany.com. Multiple communications channels will make it easier for your customers: feedback buttons within products, tweeting, DM’s, the inevitable Facebook wall. Here’s an upbeat case study.

Customer Support 190

Customer Support Brand ambassadors Scripts Customer Care 190

Answer Dash

OCTOBER 15, 2018

In addition to tried-and-true foundational practices, our group of professionals shared their insights into new ways of approaching demand generation, improving content marketing, and leveraging early forms of machine learning and AI — all within the framework of a vastly expanded appreciation of the central role of the customer experience.

B2B 76

B2B Marketing Customer Experience Benchmark 76

Lumoa

AUGUST 10, 2018

Lumoa's State of Customer Experience in 2018 revealed that 65% of companies measure the Net Promoter Score (NPS). Discover the recent benchmarks, case-studies and tips dedicated to help you launch a successful NPS strategy. Are your customers complaining or are they praising your services?

B2C 64

B2C Benchmark B2B Metrics 64

Lumoa

AUGUST 10, 2018

Lumoa's State of Customer Experience in 2018 revealed that 65% of companies measure the Net Promoter Score (NPS). Discover the recent benchmarks, case-studies and tips dedicated to help you launch a successful NPS strategy. Are your customers complaining or are they praising your services?

B2C 64

B2C Benchmark B2B Metrics 64

Hello Customer

FEBRUARY 6, 2020

In a fiercely competitive space like security customers demand the best, especially when their safety is involved. To confidently maintain their market leader position, Securitas Belgium started using Hello Customer at the end of 2018 as a first CX effort. Before Hello Customer, they didn't ask for any feedback.

Marketing 88

Marketing Feedback Surveys Consulting 88

Fonolo

NOVEMBER 13, 2018

Follow Smart Customer Service on Twitter here. . This event showcases practical takeaways for contact center professionals via case studies from well-known companies; exclusive tours of local contact centers; and seven key learning tracks that allow you to pay attention to topics most relevant to your business. The Panelists.

Customer Service 108

Customer Service Contact Center Education Engineering 108

NobelBiz

MAY 25, 2023

According to ResearchAndMarkets , 2018, the CDP market was valued at $2.4 By using customer data in contact centers, businesses can key in on common pain points and find ways to make simple requests more self-service. Trusting the data can improve the customer experience. Since then, the CDP market has grown rapidly.

call center software 98

call center software Call Center APIs Contact Center 98

Lumoa

DECEMBER 19, 2023

Dev teams can make targeted interface changes and prioritize enhancements directly impacting customer experience. Unveil and predict market trends AI goes beyond customer data analysis. This allows businesses to gain valuable insights into customer perceptions, uncover emerging trends, and pinpoint areas for improvement.

Feedback 83

Feedback Banking Chatbots Automotive 83

CSM Magazine

MARCH 1, 2022

Calabrio, the customer experience intelligence company, announced today that Cazoo, the UK online car retailer, is utilising its workforce management (WFM) solution to automate the planning of the company’s rapidly expanding contact centre workforce. To find out more, read the full Cazoo case study here. About Cazoo.

Management 59

Management Multichannel Finance Employee engagement 59

ProProfs Blog

JULY 30, 2021

Stackla research brings forth the fact that 86% of customers look out for brand authenticity before they support a brand. According to a PWC survey , 63% of customers look forward to a good customer experience before making a purchasing decision. in the Q4 of 2018. Brand Perception Case Studies.

Surveys 167

Surveys Marketing Analytics Feedback 167

Eptica

MAY 23, 2018

Date: Wednesday, May 23, 2018 Author: Pauline Ashenden Boosting fundraising through a joined-up experience - how Charities Aid Foundation is benefiting from AI. Published on: May 23, 2018. When it came to customer service we had two key drivers. Data Protection and GDPR within Customer Experience.

Banking 55

Banking Customer centricity Marketing Customer Experience 55

ProProfs Blog

JUNE 21, 2019

Cost to retain customers, however, can be much lower if done right. Building customer loyalty implies you can sell multiple products and services to the same customer over a period of time. You should interview some of your premium customers to see what brings them back to your company or brand.

Customer retention 95

Customer retention Sales Marketing Scripts 95

Fonolo

MAY 14, 2019

That tells me more education is needed in the market because call-backs certainly improve metrics like abandon rate, as shown by the following case studies: How an Insurance Provider Improved the Customer Experience with Call-Backs. Further reading: From 2018: “Survey Shows Growing Popularity of Call-Backs Among BPOs”.

Surveys 57

Surveys Abandon rate Call Center Contact Center 57

NICE inContact

NOVEMBER 8, 2019

Your business no longer needs to devote as many agents or resources to resolving complex customer issues or critical escalations. A 2018 Harvard Business Review article points out that plain language has been slow to catch on in the business world.

Contact Center 54

Contact Center Personalization Scripts Interactive Voice Response 54

CSM Magazine

SEPTEMBER 27, 2016

As customer demands constantly evolve and show no signs of slowing down, operators are mastering digital transformation to interact with customers in their preferred ways, through better channels, offer enhanced products and services plus revolutionising what customer experience really delivers.

Customer centricity 40

Customer centricity Customer Experience Customer Service 40

Fonolo

APRIL 17, 2019

Air Canada even won the Air Transport World ’s Eco-Airline of the Year in 2018 and, the year before that, was listed as one of Canada’s top 100 employers by Mediacorp Canada Inc. The long, confusing process of rebooking cancelled flights are not flying with Air Canada customers. Successful case studies.

Airlines 78

Airlines Transportation Contact Center Self service 78

VHT

SEPTEMBER 20, 2018

School is back in session, fall is approaching and Q4 of 2018 is almost upon us. CCW: Customer Contact Week – Austin, TX – Dates TBD. This conference is known to drive attendees’ motivation through intimate working sessions, amazing case studies and informative tours. Can you believe it? Website: [link].

Contact Center 48

Contact Center Real estate Chief Customer Officer B2B 48

Eptica

JUNE 6, 2018

Date: Wednesday, June 6, 2018 Author: Steve Nattress How can brands match customer expectations around knowledge? Published on: June 06, 2018. To help bridge the gap, Eptica’s Knowledge Management Study provides key best practice recommendations and case studies – download your copy here.

Best practices 51

Best practices Analytics Contact Center Surveys 51

Fonolo

APRIL 24, 2019

And, for those who want to know they will be helped the minute they walk in the door about a particular problem, Apple offers the option to schedule a service session at a future time; this is useful for those customers who want and expect their problem to be solved at a concrete time. Customer Experience Above All.

Contact Center 78

Contact Center Technology Customer Service Call Center 78

Outsource Consultants

MAY 17, 2018

The following is a case study that demonstrates how we helped a client find a mid-sized call center that was the perfect fit for their needs. Able to provide a stellar customer experience. Considering adding a new outsource call center partner in 2018? Stay within budget below their targeted hourly price.

outsourcing 52

outsourcing Call Center Business Process Outsourcing Consulting 52

Infinity

DECEMBER 12, 2018

A contact centre call queue is a fundamental cog in the customer experience journey machine. Not only this, but poor customer satisfaction and experience can have a deep impact on whether or not a customer chooses to buy from you. A fully operational call deflection strategy for Sky, watch case study here.

Wait times 40

Wait times Complaint resolution Customer Experience Customer Service 40

Nicereply

MARCH 14, 2023

Writing Tools: 50 Essential Strategies for Every Writer By Roy Peter Clark Published: 2018 Length: 295 pages Support managers spend a great deal of their day writing. From strategic plans, to presentations, to customer emails, to training material for their team—the writing never ends.

Management 98

Management Call Center Metrics Entertainment 98

RapportBoost

NOVEMBER 25, 2018

– Event, sponsored by Talkdesk, to cover top priorities for contact centers on how to connect with customers, prospects via their preferred channels – San Diego, CA. The event, sponsored by Talkdesk , will discuss the top priorities for contact centers in connecting with customers and prospects via their preferred channels.

Contact Center 40

Contact Center Average Handle Time Analytics Best practices 40