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Balancing Automation and Personalization

ShepHyken

For example, for whatever reason, they can’t reach their manager or peers, they can interact with the AI-enabled knowledge base and get the answers they need. Organizations need to focus on personalization and customer control in self-service experiences. They no longer compare us to other companies in our industry.

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Personalizing the Customer Experience Is a Competitive Differentiator

ShepHyken

I recently released my 2021 Achieving Customer Amazement research. One of the questions had to do with creating a personalized experience. . Of the experiences that customers listed as very important or important , a personalized experience was number eight on the list. . We surveyed 1,000 consumers in the U.S.

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Shep’s 2021 Top 10 Business Predictions

ShepHyken

So, here are my Top 10 Predictions for 2021: Customers continue to get smarter. The word for 2021 will be empathy. Personalization at a digital level is getting more personal. The post Shep’s 2021 Top 10 Business Predictions appeared first on Shep Hyken. We found a whopping 96.2% Follow on Twitter: @Hyken.

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A Realistically Optimistic 2021

ShepHyken

As we close out the year, I thought I’d break from the traditional customer service and experience topics and get a little personal – maybe even a little motivational. As we moved into summer, my projection for normalcy moved to early 2021. Now, I’m thinking it will be late 2021. So, here’s to a realistically optimistic 2021.

Finance 365
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How Empathy, Creativity and Compassion Drive Results

Speaker: Rhonda Basler, Director of Customer Engagement, Hallmark Business Connections

Brands that connect with customers on a personal, emotional level will be more successful than others. Wednesday January 20, 2021 at 11AM PST, 2PM EST, 7PM GMT Using your innate empathy and applying that to your marketing and customer experience through emotional intelligence CAN be the game changer you’re looking for.

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5 Top Customer Service Articles of the Week 5-24-2021

ShepHyken

My Comment: Dale Carnegie said, “A person’s name is to him or her the sweetest and most important sound in any language.” Best Customer Retention Techniques for Startup in 2021 by Luke Fitzpatrick. The post 5 Top Customer Service Articles of the Week 5-24-2021 appeared first on Shep Hyken. Follow on Twitter: @Hyken.

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3 In-Person Conferences to Attend Before 2021 Ends

ChurnZero

A year has gone by since the COVID-19 pandemic shuttered doors to in-person conferences, and the industry responded accordingly by converting most live events into virtual experiences. In response, some organizations have slatted in-person events for the tail end of 2021. . Register for SaaStr Annual 2021 here. .

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IVA is the New IVR Masterclass

Speaker: Brian Morin, CMO & Phillip Fisher, CX Consultant at SmartAction

With the influx of calls replacing in-person interactions, it is up to our virtual agents to not only evolve to the new demands but also to help alleviate the current stressors on live agents. April 22, 2021 at 11:00 am PDT, 2:00 pm EDT, 7:00 pm GMT. Blueprint for success from leading companies.