CSM Magazine

MARCH 22, 2023

For customers, this translates into a less frustrating experience – not just through automated conversational AI for first contact, but also in terms of more effective conversations with advisors who are increasingly supported by AI. About the Author Phil Jordan is AI & Automation Specialist at Sabio Group.

Engineering 52

Engineering Chatbots CRM Customer Service 52

CSM Magazine

JUNE 1, 2023

Geoff Forsyth, CISO, PCI Pal PCI Pal the global SaaS provider of secure payment solutions for business communications, is pleased to announce that its Chief Information Security Officer (CISO), Geoff Forsyth, has been appointed to the 2023-2025 PCI Security Standards Council Board of Advisors. ” PCI SSC Executive Director, Lance J.

SaaS 52

SaaS Management Customer Service 52

Interactions

FEBRUARY 28, 2020

The post The Virtual Assistant as Shopping Advisor appeared first on Interactions. To learn more about how virtual assistants can support retail customers, check out our eBook: [link].

Social media contact 86

Social media contact Personalization Technology Customer Experience 86

Kapta Customer Success

AUGUST 1, 2022

You want to become a trusted advisor who has a seat at the customer’s table and is involved in strategic decisions the customer makes. Are you an account manager (AM) trapped in vendor status with your key accounts? If so, you may be wondering how you elevate your relationship with your customers to a strategic partnership.

Accountability 52

Accountability Management 52

inSided

NOVEMBER 2, 2021

Clocktower Advisors is now partnering with inSided, a leading Customer Success community platform, to help customers improve retention, increase customer advocacy, and drive growth.

Customer advocacy 52

Customer advocacy 52

Integrity Solutions

FEBRUARY 1, 2019

Whether the expectations for greater transparency are coming from external regulations or their client base, even the most experienced advisors are now feeling the pressure of a rapidly changing financial services market. The question is, do your advisors have the skill set and mindset they need to be successful going forward?

Coaching 62

Coaching Sales Government Accountability 62

Beyond Philosophy

OCTOBER 24, 2014

The Royal Yacht Britannia is the number one attraction on Trip Advisor in the UK. Downie would tell you that it wasn’t his goal to be #1 on Trip Advisor, but instead to be the best experience for their Customers that they could. The Royal Yacht Britannia’s Experience is why they are the number 1 attraction on Trip Advisor.

Customer emotions 188

Customer emotions Employee engagement Customer centricity Customer retention 188

Beyond Philosophy

OCTOBER 3, 2014

If you want to learn more about Royal Yacht Britannia’s journey to Trip Advisors #1 Attraction for the UK, tune into our webinar, “ How to Become TripAdvisor’s No.1 1 UK Attraction ” on Thursday, October 30th 2014. Oh and if you are in Edinburgh, please make sure that you visit the Royal Yacht Britannia.

Coaching 171

Coaching Customer Experience Customer centricity Employee engagement 171

Nuance

MAY 21, 2019

The results of a national survey of financial services professionals find that financial advisors continue to seek automated tools to help meet documentation, compliance, and client service goals.

Surveys 49

Surveys 49

Beyond Philosophy

OCTOBER 3, 2014

If you want to learn more about Royal Yacht Britannia’s journey to Trip Advisors #1 Attraction for the UK, tune into our webinar, “ How to Become TripAdvisor’s No.1 1 UK Attraction ” on Thursday, October 30th 2014. Oh and if you are in Edinburgh, please make sure that you visit the Royal Yacht Britannia.

Coaching 150

Coaching Customer Experience Customer centricity Employee engagement 150

Integrity Solutions

FEBRUARY 25, 2019

Focus on these, and you’ll be able to build an engaged, high-performing team of financial advisors that will become your unstoppable competitive advantage. You hire two, well-qualified advisors, give them training and expect that they’ll both be superstars. These advisors set specific goals and develop strategies for attaining them.

Coaching 44

Coaching Feedback Management Personalization 44

Talkdesk

APRIL 27, 2020

“Talkdesk’s commitment to innovation and development philosophy stood out to us, making it clear that Talkdesk was the right partner to advance and future-proof our customer service operations,” said Jared Arnold, chief information officer, Advisors Excel. Read why our customers recommend us Go through Advisors Excel press story.

Cloud contact 60

Cloud contact Enterprise Analytics Contact Center 60

SmartAction

MARCH 15, 2022

Otto is a virtual service advisor that helps customers schedule automotive service appointments such as oil changes, scheduled maintenance, and other repairs at any time of day. SmartAction, via an exclusive distribution partnership with Ottomation, built Otto, the virtual service advisor, as a first of its kind solution.

Automotive 40

Automotive Virtual Agent Transportation Scripts 40

Nuance

NOVEMBER 6, 2018

For financial advisors, it also extends well beyond the documentation itself and can cause risk to their business – whether that risk […] The post Poor documentation is risky business for financial advisors appeared first on What’s next. This is a summary. Visit Nuance's What's next blog to see the full content.

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CCNG

JUNE 29, 2022

You can view the full podcast below, or choose one of these other channels to view this podcast and more: Apple Podcasts: [link] Spotify: [link] Web: [link] YouTube: [link] Rick is a CCNG member, a CX Advisor, and Keynote Speaker who enables companies to achieve Customer Experience Transformation, guiding them to stop Survey & Score and start Listen (..)

CCNG 369

CCNG Contact Center Surveys Customer Experience 369

ShepHyken

FEBRUARY 25, 2022

Training is also important to make sure your advisors are all on the same page. Empathy and understanding are essential traits for customer service advisors. Good communication skills, accountability, courage, and a willingness to go above and beyond are essential for customer service advisors. Offer an omnichannel experience

outsourcing 156

outsourcing Customer retention Contact Center Customer Service 156

CCNG

MAY 31, 2023

Because of this, it took a while to get the new technical support advisors trained since they weren’t technically savvy. For months, my organization had hired hundreds of new technical support advisors every week or every other week, which posed a significant challenge.

Technical Support 195

Technical Support CCNG First call resolution Customer Service 195

Virtual Live Labs

AUGUST 24, 2021

Creating “Hybrid” Self-Directed Teams in your contact center not only increase productivity, customer service satisfaction scores, sales conversion and employee satisfaction scores, they can also decrease your absenteeism, attrition and work avoidance while Advisors are logged in. It doesn’t take lots of time off the phone for these Advisors.

Contact Center 130

Contact Center Coaching Accountability Sales 130

Virtual Live Labs

AUGUST 24, 2021

Creating “Hybrid” Self-Directed Teams in your contact center not only increase productivity, customer service satisfaction scores, sales conversion and employee satisfaction scores, they can also decrease your absenteeism, attrition and work avoidance while Advisors are logged in. It doesn’t take lots of time off the phone for these Advisors.

Contact Center 130

Contact Center Coaching Accountability Sales 130

Momentum Telecom

NOVEMBER 21, 2023

Advisors to Momentum on the transaction included: Bradley Arant Boult Cummings LLP and Wilkinson Barker Knauer LLP. Q Advisors served as the exclusive sell-side advisor to G12 Communications. He will help drive the vision and growth of Momentum’s collaboration and modern workplace solutions.

Technology 111

Technology Management Marketing 111

ClientSuccess

SEPTEMBER 12, 2018

Company : Customer Growth Advisors. The post CSM from the Trenches: Mentors – Emilia Maria D’Anzica, Founder & CEO, Customer Growth Advisors appeared first on ClientSuccess. The goal is that by sharing our experiences we’ll be able to learn and apply more practical advice / practices to our careers. Question 1.

Best practices 49

Best practices SaaS Metrics Personalization 49

ShepHyken

JUNE 18, 2021

This week we feature an article by Rupert Jones , a passionate speaker and an Independent Financial Advisor. Rupert Jones is a speaker and an Independent Financial Advisor. 7 Keys to Successful Customer Service. He writes about the 7 customer service elements that ensure your shoppers stay happy and included.

Scripts 370

Scripts Customer Service Personalization 370

Stratifyd

OCTOBER 14, 2019

Estimated reading time: 1 minute. Raj Thiagarajan, also known as “The Startup Guy,” has come aboard at Stratifyd in an advisory role. Thiagarajan’s primary role as Global Director at Microsoft for Startups is helping to grow companies that are just starting out and initiate new programs at enterprise organizations.

Enterprise 56

Enterprise Analytics 56

The Northridge Group

APRIL 8, 2024

In Part 1 of our series, we welcome Eric Ludwig from RISE Technology Advisors. Part 1: The Difference Between AI, Gen AI, & Automation and Why It’s Critical to Your CX by Eric Ludwig, RISE Technology Advisors AI, Automation, Generative AI, all terms being thrown around like a swarm of bees on a trash can in the summertime.

Technology 105

Technology Finance Government Healthcare 105

CCNG

AUGUST 10, 2022

You can view the full podcast below, or choose one of these other channels to view this podcast and more: Apple Podcasts: [link] Spotify: [link] Web: [link] YouTube: [link] Rick is a CCNG member, a CX Advisor, and Keynote Speaker who enables companies to achieve Customer Experience Transformation, guiding them to stop Survey & Score and start Listen (..)

CCNG 195

CCNG Contact Center Customer Care Surveys 195

CCNG

MARCH 9, 2022

Rick is a CCNG member, a CX Advisor and Keynote Speaker who enables companies to achieve Customer Experience Transformation, guiding them to stop Survey & Score and start Listen & Act, using a Total Voice of the Customer approach. The “Warm Welcome” at the Ritz Carlton Sharm El Sheikh in Egypt stunned me!

CCNG 195

CCNG Surveys Customer Service Customer Experience 195

ShepHyken

SEPTEMBER 15, 2021

I’ve met financial advisors, attorneys, and architects who will charge you for the first meeting with them. That’s a pretty high bar. That said, I know people who do charge for the privilege of sitting down with them, just to discuss if you want to do business with them or not.

Customer Service 422

Customer Service Customer Experience 422

Momentum Telecom

AUGUST 22, 2023

Advisors to Momentum on the transaction included: G2 Capital Advisors, Bradley Arant Boult Cummings LLP, and Wilkinson Barker Knauer LLP. Mark joins the Momentum executive leadership team to continue to drive sales and service in the financial services vertical. The terms of the transaction were not disclosed.

Customer centricity 98

Customer centricity Sales Management 98

ShepHyken

DECEMBER 29, 2021

One of our loyal subscribers, Darrell Grant, The CXO at Hightower Wealth Advisors, shared a great story that provides an excellent learning opportunity. . Darrell stopped by a local bakery to pick up some treats for a client. There was a longer than usual line, and some of the customers were becoming frustrated.

B2B 348

B2B Customer Service Sales Customer Experience 348

CSM Magazine

AUGUST 30, 2022

Advisors are seeing this first-hand, with 76% of demand into an average contact centre coming via the voice channel. In this situation there is a real challenge for CX teams and advisors when to deliver great service without having immediate access to the full customer context.

CRM 98

CRM Average Handle Time Consulting Consulting 98

Momentum Telecom

OCTOBER 10, 2023

Q Advisors served as the exclusive sell-side advisor to G12 Communications. “We believe that together we can bring even more value to our customers by providing a customer-focused and seamless communication experience.” The transaction is expected to close later this year pending regulatory approval.

Technology 98

Technology Management Marketing 98

Vistio

JUNE 29, 2021

Peter Ryan is recognized as one of the world’s leading experts in customer experience (CX) and business process outsourcing (BPO).

Contact Center 52

Contact Center Consulting Consulting outsourcing 52

ShepHyken

MAY 28, 2023

My Comment: I’m not a financial advisor, so this is just an opinion – but it’s based on research and history. Here is an article about financial advisor CNBC’s Jim Cramer’s opinion on that topic. During their exclusive interview, Cue emphasized Apple’s commitment to only pursuing projects that will be meaningful to the customer.

Customer Service 162

Customer Service Customer centricity B2C Government 162

ShepHyken

APRIL 29, 2022

David Meerman Scott is a marketing strategist, entrepreneur, investor and advisor to emerging companies, and bestselling author of 12 books, including Fanocracy and The New Rules of Marketing & PR. Great customer service is fabulous marketing. Poor customer service is an invitation for people to look elsewhere. .

Big data 409

Big data Marketing Personalization Customer Service 409