COPC

APRIL 1, 2024

Customer-facing technologies encompass a range of AI-powered tools for direct customer interaction. Operational efficiency technologies extend to applications that provide real-time analytics, prompts, and AI-driven tools for insights and reporting. This method offers a more personalized and adaptable training experience.

Customer Experience 91

Customer Experience Gamification Benchmark Chatbots 91

Beyond Philosophy

AUGUST 29, 2016

In other words, understanding the emotions your experience creates are the key to understanding why customers do what they do. Predictive Analytics is a field exploring this idea in detail. In predictive analytics, analysts use predictive modeling, which is using statistics to predict what will happen next.

Analytics 278

Analytics Consulting Consulting Customer emotions 278

Beyond Philosophy

SEPTEMBER 25, 2017

I’ve been reading about Big Data’s foray into “Journey Analytics.” Journey analytics seeks to improve customer experience by collecting data at each point on a customer’s journey and mapping customers’ paths – whether they lead to a purchase or not. Let’s take my recent adventure buying a Jeep.

Big data 284

Big data Journey mapping Consulting Consulting 284

Enghouse Interactive

APRIL 30, 2021

How can they successfully navigate these changes and deliver service that delights customers, while retaining and nurturing staff? The answer is to focus on emotional intelligence, as a recent Call Centre Helper webinar, sponsored by Enghouse Interactive outlined. Improved personal physical and mental health.

Analytics 55

Analytics Customer emotions Employee engagement Chatbots 55

Vonage

MARCH 26, 2018

Emotive customer experience recognises that our decisions are driven by deep seated motivations: the things that really matter to us in terms of identity and personal fulfilment. Tap into these and customers become more valuable in every respect: from advocacy to lifetime spend. The ROI of emotive CX.

Customer emotions 53

Customer emotions Coaching Self service Analytics 53

JivoChat

JULY 21, 2021

You might use social posts to build customer relations by offering swift responses to customer queries and messages. A Facebook post from clothing retailer Express that demonstrates how social posts can improve customer relations. Or, consider seeking customer feedback through Google, Facebook, or Yelp reviews.

Chatbots 52

Chatbots B2C CRM Customer retention 52

Vonage

MARCH 27, 2018

And how can other businesses follow suit to successfully harness the power of emotion in their customer experience strategies? So, instead of just simply changing the address, the agent might also offer to overnight ship a checkbook with the updated address to the customer. So, what’s their secret?

Banking 91

Banking Coaching Government Analytics 91