ShepHyken

JANUARY 20, 2020

Customer Effort Score or Customer Satisfaction? CustomerThink) Customer Effort Score is a popular metric used to measure customer service satisfaction using one single question. The principle behind this is that companies create loyal customers by reducing customer effort.

Customer Service 301

Customer Service B2C Entertainment Customer effort 301

TechSee

OCTOBER 29, 2019

Self-service is finally coming of age, with leading enterprises embracing the paradigm of customers helping themselves. In fact, Gartner predicts that by 2020, 10% of initial B2C interactions will be virtual, up from less than 1% in 2019. But it turns out that not all self-service options are created equal.

Self service 95

Self service Enterprise Customer effort Multichannel 95

Lumoa

MARCH 20, 2018

artificial intelligence Artificial Intelligence (AI) is still the same old good AI, but now it’s brought to the customer experience field. According to Accenture , 85% of customer interactions will be managed with AI by 2020. The situation when B2B CX was very distant from B2C CX has been rapidly changing. So let’s start!

Customer Experience 114

Customer Experience B2C Journey mapping B2B 114

REVE Chat Blog

NOVEMBER 21, 2019

In such scenarios, you can wisely use the live customer engagement tools like co-browsing, video and voice chat to deliver real time assistance to your customers. Where you are in B2B or B2C focussed industry, you need to understand your buyer personas and choose the right lead generation channels. Are they selling stuff?

Best practices 77

Best practices B2B Sales Chatbots 77

Nicereply

JUNE 20, 2019

A few years ago, having customer feedback concerning how good your product is and on its price could be sustainable. The value placed on experience is increasing while that of price and even product is dropping as a 2020 Walker prediction states , but it seems we’ve gotten there already. Personalization.

Marketing 77

Marketing Chatbots B2C Self service 77

Lumoa

MARCH 20, 2018

artificial intelligence Artificial Intelligence (AI) is still the same old good AI, but now it’s brought to the customer experience field. According to Accenture , 85% of customer interactions will be managed with AI by 2020. The situation when B2B CX was very distant from B2C CX has been rapidly changing. So let’s start!

Customer Experience 64

Customer Experience Journey mapping B2C B2B 64