Five strategies to improve customer experience in telecoms


In the highly competitive telecom industry, customer experience is a critical factor in building and maintaining a competitive advantage. in per-customer incremental revenue. This omnichannel CX is increasingly expected by today’s customers.

12 Reasons to Invest More in Customer Experience


It’s the age of the customer and the world’s biggest brands are duking it out every day for a greater share of our hearts, minds, and wallets. Customers hold more decision power than ever in an era where information about any company’s products and services is just a mobile search away. Where does the Voice of the Customer (VoC) land in the priorities for your company’s overall strategy? Billion by 2021, at a CAGR of 21.1%.” The ROI customer experience.

5 Ways to Become an Omnichannel Customer Experience Pro


Consider how much has changed over the last decade in terms of technology and the customer experience (CX). And the concept of a platform that seamlessly integrated various channels and devices to deliver consistent, contextual, end-to-end experiences?

The Customer Experience is Everything: Join us at Enterprise Connect 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. Cloud Communications 2021: Is the Cloud Unavoidable?

Guest Blog: “Zhuzhing Up” Humans in the Contact Center


In the contact center industry, for example, there are fewer phone conversations going into customer support centers than in the past. Gartner estimates that by 2021, 15 percent of all customer service interactions will be completely handled by AI, an increase of 400 percent from 2017.

The Customer Experience is Everything: Join us at Enterprise Connect 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. 8x8’s executives, experts and customers will also be featured in a jam-packed lineup of speaking sessions throughout the week. Cloud Communications 2021: Is the Cloud Unavoidable?

The Truth About Digital Experience Architecture


Gartner’s latest Magic Quadrant for Digital Experience Platforms [paywall] (Gartner, Inc., February 11, 2019) predicts that through 2021, 85% of the effort and cost in a digital experience platform (DXP) program will be spent on integration.

How Telecom Can Set Themselves Up to Fail at CX at 5G Speeds

Beyond Philosophy

could be a Customer Experience fumble for the telecom companies that are touting its arrival, resulting in a loss of emotional engagement, customer loyalty, and revenue. billion (with a b) on the upgrade in 2021. Brands make promises to their customers.

AI Customer Service: Today’s Most Transformative Technologies


It seems like every company in every industry wants to harness the power of AI to enhance operations and positively impact the lives of their customers. of major companies around the world are currently using AI customer service technologies, the second most common use of AI after IT.

5 Top Customer Service Articles for the Week of September 25, 2017


by Each week I read a number of customer service articles from various online resources. It’s the same with customers who leave online reviews. The ones from the customers you want to keep – which is all of them! Customer Experience Is The Product by Vala Afshar.

5 Technologies Helping B2C Field Services Meet Consumer Demands


In today’s customer-centric marketplace, B2C field service (FS) organizations face growing expectations for quicker resolutions, shorter arrival times and a better overall customer experience. Risk of churn due to bad experience.

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Exceptional CX: The Business Case of Going from Good to Great

NICE inContact

According to Mark Smith, CEO and Chief Research Officer at Ventana Research, over two thirds of organizations today, and in the future, indicate customer experience as their top way to compete for customers. When it comes to growing their business, these organizations are betting that customer experience is more important than product or branding. Yet these companies thrive because of their fanatically loyal customers.

The View from Outside In: What Your Users Don’t Care About (and What to Do Instead)


Customer interactions are becoming synonymous with content interactions. All content must be available across all touchpoints to satisfy user intent at every stage of the customer journey. Spoiler alert: Your customers don’t care. Connect to your customers with knowledge.

“Get the Balance Right” – Why Businesses Must Map the Customer Journey before they Roll-out New Channels

Enghouse Interactive

The analyst’s recent “The Inner Circle Guide to Omnichannel” report looked at the proportion of UK contact centre inbound interactions by channel since 2006, with predictions shown until the end of 2021. per cent by 2021. Despite all of this, however, businesses should be wary of the knee-jerk reaction of simply adding multiple new digital modes of interaction to their customer engagement mix. But how can organisations best deliver that effortless customer experience?

Guest Blog: Thank Your Customer With Actions Not Words


This week we feature an article by Ashwini Dave who writes about how important it is to show your customer’s appreciation in order to retain their loyalty. Organizations are irrelevant without customers. But not all businesses can boast of loyal customers.

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Avaya’s Annual Show Highlights Strength, New Directions


Avaya made good use of its annual Avaya ENGAGE® conference to show off its new branding while impressing partners, press, analysts, and customers with its momentum. Those seats (across 3,600 customers) yielded $330 million in fiscal 2018 via cloud-subscription revenue.

Digital Transformation Revolution

Revation Systems

The Enterprisers Project defines digital transformation as, “The integration of digital technology into all areas of a business, fundamentally changing how businesses operate and deliver value to customers.”

Trends Driving Customer Self-Service: Chatbots and Artificial Intelligence


This is due, in part, to the growing number online customer self-service experiences powered by one or both of these technologies. To help clear the air, here’s a closer look at chatbots and AI and their close ties to customer self-service.

Call Center Cloud Conversion Continues


billion by 2021. In May, Genesys said , “While on-premises deployments continues to represent the majority of [our] business, more than half of the 700 new customers (roughly 400), including notable brands such as Coca-Cola, selected a cloud model.”

In Digital Transformation, Initial Business Discovery is Key


Nearly half of CIOs plan to spend 50% or more of their time in digital activities by 2021, yet only 5% feel they’ve mastered digital to a point of competitive differentiation. Without question, digitization represents massive customer experience, operational, and revenue opportunities.

3 Methods to Capture the Promise of Technology in Call Center BPO Offerings


After all, if your fees are based on headcount, then introducing labor-saving technologies (AI powered in particular) into a customer’s operations can negatively affect your bottom line. Customer-Driven Opportunity.

Five Stats That Prove Your Agents Need Better Coaching


But having the time to impart your knowledge and experience onto your agents is another story entirely. Nonetheless, you should never stop striving to provide your agents with all the coaching they need to stay engaged, productive and provide a superior customer experience.

Call Center Software: How to Choose the Best Software (Tips & Best Practices)


The last thing you can afford is a disconnect, which will lead to frustration and a lack of communication among both employees and customers.” – Larry Alton, How to Choose the Best Call Center Software ,; Twitter: @businessdotcom. Customers expect nothing less.

In Digital Transformation, Don’t Forget the Initial Business Discovery


Nearly half of CIOs plan to spend 50% or more of their time in digital activities by 2021, yet only 5% feel they’ve mastered digital to a point of competitive differentiation. Without question, digitization represents massive customer experience, operational, and revenue opportunities.

Striking the balance between humans and AI in CX


Author: Neil Cox - Account Manager By 2021, 15% of all customer service interactions will be completely handled by AI - an increase of 400% from 2017. Customers will receive faster service and a more personalized experience , no matter how complex their query is.

Technology is the Enabler not the Disruptor (So Stop Using it as an Excuse)


Not because I was speaking about customer centricity as a disruptor, but because it was an all-female group. They even turned away one gentleman who was interested in hearing me speak about adopting a customer-first strategy!).

Banking Risk Landscape: Is Your Security Solution a Secure Solution?


The amount of money taken in cyber heists, both in banking and elsewhere, according to Cybersecurity Ventures 1 was estimated at $3 trillion overall for 2015—and they expect this number to double by 2021. A cyber attack can cause devastating damage to not only the institution, but also to the brand—such as customers whose funds may have been stolen, and suppliers and service providers associated with the bank.

Webinar: Using AI Tools to Enhance Customer Support With PTC


Instead, ASP is pairing TeamSupport's CEO, Robert Johnson, up with some of the most innovative and forward-thinking minds in the customer support industry. For our third webinar, we'll be discussing Using AI Tools to Enhance Customer Support With Dan Nowitz at PTC.

Stop Ignoring the Impact AI Can Have on Your Business TODAY

NICE inContact

Will “The Robots” take over completely by 2021, 2025, 2050? The potential of AI – more so, the reality of AI – becomes even more believable as we experience it ourselves. Here’s what we know: At some point in their customer journey, people almost always need help – from a real person. With the advancement of self-service options and AI technology, customers are seeking that “human touch” later and later during their engagements. Imagine you are your customer.

Buddying Up – Putting Virtual Employee Assistants at the Heart of Agent Development


Today’s contact center agents are no longer satisfied with spending their days placating frustrated customers while under tremendous pressure to meet operational KPIs. They now demand more satisfying and empowering work experiences.

How YETI Stays Ahead with Feedback


The company’s success hails from their ability to produce need-to-have products inspired by firsthand experiences and their relentless pursuit of delivering the best customer experience. As YETI’s popularity grew, their customer base increased along with it.

Customer Service Innovation — How Chatbots are Evolving


One of the biggest changes happening in customer service right now is in automating the customer experience. Now that so much of the customer experience is self-service, businesses need to make every part of a customer’s interaction fast, easy, and intuitive.

DMG Consulting Releases 2019 Call Tracking Product Report


Companies appreciate the value of call tracking in delivering significant improvements in marketing efficiency and effectiveness, quantifiable increases in sales, and high levels of customer satisfaction. Marketing organizations need to know which campaigns are most effective in attracting customers and generating revenue. This results in higher conversion rates, increased revenue, improved brand loyalty and an enhanced customer experience.

8x8 Launches Speech Analytics and Integration Framework


Working with customers, we’ve found that regardless of their goals, be it growth, digital transformation, operational efficiency, software development or even just replacing outdated phone gear, there is clear theme—success depends on the speed of execution. Customer experience analytics.

HIMSS 2019: Healthcare’s Next Big Moves

Revation Systems

From the process of scheduling an appointment with a provider in real-time through text message, to accessing medical records on a secure portal from a mobile device, to remote monitoring symptoms of patients with chronic conditions, technology has reshaped the healthcare experience.

Innovation Enhances the Cloud-Based Contact Center Infrastructure Market


in 2018, 23% in 2019 and 2020, and 21% in 2021 and 2022. The result is higher sales rates, larger collections and greatly improved customer service. At the same time, productivity is enhanced as inbound agents benefit from guidance and recommendations on handling transactions as they are occurring, without having to spend as much time researching the customer’s background and the context of the inquiry. Innovation Enhances the Cloud-Based Contact Center Infrastructure Market.

Trends, Business, and the Future of Sports


Athletes are more entertaining, stats are more revealing, tech is more advanced, and the experience is prime! My previous esports blog highlighted the dramatic growth of the market with 380 million esports viewers today jumping to nearly 560 million viewers by 2021.

DMG Consulting Releases 2018 – 2019 Speech Analytics Product and Market Report


Enterprises are seeking tools to help them understand and address customer needs more quickly. Today’s SA solutions give enterprises much-needed first-hand access to the voice of the customer (VoC) from all voice and digital channels, including social media, to “hear” what customers are saying. DMG predicts that the contact center speech analytics market will grow by 11% in 2018, 10% in 2019, 10% in 2020, 10% in 2021, and 9% in 2022.

The five most essential practices for great voice interactions


The future of customer service will be automated. That’s a top takeaway from a recent Gartner research report [paywall], which projects that by 2021, three-quarters of customer transactions will be automated. Should human customer service call center agents be worried?

DMG Consulting Releases 2018 – 2019 Cloud-Based Contact Center Infrastructure Product and Market Report


in 2018, 23% in 2019 and 2020, and 21% in 2021 and 2022. The new paradigm of “platform as a service” means that customized solutions can be created and deployed quickly; application programming interfaces (APIs) are being used to build out functional capabilities. The fact that these customized contact center solutions can be built and customized quickly and easily, using standard development languages, is a game-changer.