Guest Blog: How AI Can Help the Customer Experience for Your Business


This week we feature an article by Wayne Elsey who writes about how businesses can improve the experiences of their customers with the use of artificial intelligence. The way businesses relate to customers is evolving exponentially. Chatbots for the basics.

Guest Blog: How to Personalize Your Chatbots for Customer Journey Tracking & Provide a Better Experience


This week we feature an article by Catalin Corzini who shares information about how chatbots can provide a better experience and how to customize the customer journey when using chatbots. – Shep Hyken. The Rise of Chatbots. Uses of Chatbots.

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Guest Blog: 5 Ways To Leverage Technology For A Better Customer Experience


This week we feature an article by Rahul Varshneya whos writes about how technology innovations are continuously improving the customer experience. This Maya Angelou quote fits perfectly when talking about the factors responsible for positive brand customer service.

Guest Blog: Which Road Is Your Customer Experience On?


This week we feature an article by Ian Moyse who writes about how important it is to examine the customer journey you are providing. You must deliver a consistent, convenient and frictionless experience. – Shep Hyken. Find out now how your customer’s journey is?

How to Improve Digital Customer Experience in Banking

REVE Chat Blog

Customer experience has reached a level of paramount importance in recent years, and customers no longer view their experiences in an industry-silo. Instead, they compare their experience to leading firms in other industries. . Know your customer expectations.

How Artificial Intelligence Impacts the Contact Center

The Northridge Group

In the contact center, one thing is certain: positive human connections between agents and customers are critical to building brand loyalty. All of this data provides some excellent context for each unique customer that can be used to create a personalized and differentiated experience.

From Chatbots to Face Scans: ML & AI in CX

Centriam Customer Experience Lab

Big data. What is your experience with these buzzwords? Are you leveraging them to improve your customer experience? Customer Experience Analytics Customer Experience StrategyMachine learning. Artificial intelligence. Deep learning. These terms have saturated the modern business lexicon and permeated the zeitgeist. You’ve certainly read about them and likely talked about them, but have you implemented them?

The Impact of AI in Customer Experience


In particular, AI is having a noteworthy impact on the contact center industry, a space that represents the front line and links businesses with customers. Gartner predicts that in the next two years, 25% of customer service operations will be catered by forms of AI.

The 3 Contact Center Applications That Pay for Themselves

DMG Consulting

Almost every year, contact center leaders are asked to reduce operating costs and improve productivity while enhancing the customer experience. Executives care about the customer journey, but they are incented and compensated to keep costs down and profits high. They should prioritize delivering an outstanding customer journey at least as much as they do cost reduction, but that is a topic for a different column.)

To Bot or Not to Bot?


Chatbots are equipped to answer basic questions from customers, accept orders, and provide general customer assistance. The theory is that companies can better serve their customers using bots because they will be readily available when needed.

Our 5 Favorite Customer Experience Articles Right Now


The Digital Challenges of Achieving Stellar Customer Experience. Essentially, this looks at all the pieces of the customer experience puzzle that extend around and beyond the human-to-human interactions that take place. Making the Business Case for Customer Experience.

3 Customer Experience Trends to Watch Out For in 2019


Now that 2018 is slowly wrapping up, companies are looking into starting 2019 with a ready-to-go customer experience strategy. The fact of the matter is that if your customer’s experience is poor, customers will eventually switch brands – it’s only a matter of time.

Three DX Trends That Can Reduce Complexity in Customer Experience


My favorite definition of Digital Transformation comes from Current Analysis , where they call it a “way of helping companies reduce the complexity of how they interact with their customers.”

AI: 4 Key Benefits for the Customer Experience


When you think of how artificial intelligence is being used in customer service these days, chatbots may come to mind. Indeed, chatbots have redefined the way in which customers interact with brands, helping consumers find answers more quickly and make purchases more seamlessly. However, artificial intelligence has the capacity to deliver more than just direct customer service. Here are four main benefits AI can offer your customers.

The Future of Cognitive AI in Customer Experience

Answer Dash

The ability for companies to collect, store, and manage vast amounts of digital information has paved the way for big data to shape corporate strategy for a variety of departments. Which leads to another challenge surrounding cognitive AI—knowing what data to collect.

5 Top Customer Service Articles For the Week of June 20, 2016


Each week I read a number of customer service articles from various online resources. World’s 3 MOST Customer Centric Companies: How do they do it!! The author shares nine specific tactics and strategies that these companies excel at to achieve customer centricity.

Customer Experience Challenges According to 15 CX Experts


Customer experience has been a buzzword for several years and is only heating up. Many companies experience numerous challenges in the ares of customer experience transformation. Let’s find out what the field professionals actually experience.

Chatbots: The Smart Decision on Customer Service and Artificial Additives


I had a long night in the transfer lounge with my many travel companions, as a very limited number of customer service agents tried to find places for a truckload (or more accurately a planeload) of passengers. Today’s chatbots include Operator from the founders of Uber,

11 Customer Experience Flaws that Predict a Company’s Failure

CSM Magazine

Fatal flaws in customer experience (CX) foretell the demise of many companies. These and other widely available studies demonstrate the power of a superb customer experience: According to Harvard Business Review’s Employ­ee-Customer-Profit Chain, a 1.3%

15 CX Experts Talk about the Future and Challenges of Customer Experience in 2018 [part 1] 


Customer experience has been already a hot topic in business during 2017 and is promising to be even of higher importance in 2018. “CX It’s predicted, that by 2020 customer experience will overtake price and product as the key brand differentiator when making consumer choices.

5 customer experience trends: What’s expected from your brand in 2020


Back in 2015, Forrester Research uncovered that customer experience was the number one priority for business and technology leaders. Considering that it costs up to 6 times more to attract a new customer than to retain an existing one, the immediate and long-term ROI of customer experience is encouraging many businesses to incorporate CX metrics and benchmarks into their definitions of brand health and success. Customer experience trend #2: CX meets AI.

Guest Blog: Technology Trends That Will Govern the CX Landscape


This week we feature an article by Shaista Haque who writes about the top technology trends of 2017 that she believes will disrupt customer experience benchmarks. What comes to your mind when I talk about businesses revolutionizing their technology experience?

5 CX Myths That Can Destroy Brand Reputation

Horizon CX

Tenfold powers better customer conversations. In the last several years, the rise of customer experience as the main focus of most digital marketing campaigns has resulted in the proliferation of various CX myths. Big Data and CX. Improving CX with Chatbots.

How to Use Social Media to Support Your Customers


Twitter, among other social platforms, has in recent years become a mighty digital megaphone for many frustrated (or conversely, happy) customers. And, as we’ve seen in now notorious cases (lest we forget the United Airlines incident ), it’s become a way for customers to size up and shout about serious blunders in customer service to an ever-growing court of public opinion. Some familiar brands have certainly stepped up their game in this regard, much to the joy of customers.

What Does it Mean for Commerce to be Conversational?


It’s not a big event (just one track over two days), but it is very focused. It’s a term with multiple meanings, all of which are central to the future of commerce, customer service and, more broadly, how people and companies are going to interact in the future.

4 AI Trends that will Transform the Telecom Industry in 2019


Artificial Intelligent applications are revolutionizing the way telecoms operate, optimize and provide service to their customers. Today’s communications service providers (CSPs) face increasing customer demands for higher quality services and better customer experiences (CX).

AI is Not Reducing Call Center Agent Employment


It’s not an easy topic because there are many ways to look at economic data, especially from a country as large and diverse as the United States. That big picture question is outside my expertise, but I can speak to the present and near-term situation in the call center industry.

5 CX Myths That Can Destroy Brand Reputation

Tenfold - Contact Center Blog

In the last several years, the rise of customer experience as the main focus of most digital marketing campaigns has resulted in the proliferation of various CX myths. Big Data and CX. The Myth: In order to improve customer experience, you have to invest in big data processing. You’ve probably already heard quite a lot about big data. If you have no explicit need for big data, don’t waste your time with it.

5 Top Customer Service Articles For the Week of December 12, 2016


Each week I read a number of customer service articles from various online resources. Boomtrain) Artificial Intelligence, machine learning, and big data analytics have been around for a while in the B2B world. Social media ROI, loyalty and the customer experience by Chris Teso.

ST Webinar [Webinar]


In particular, AI is having a noteworthy impact on the contact center industry, a space that represents the front line and links businesses with customers. Gartner predicts that in the next two years, 25% of customer service operations will be catered by forms of AI.

5 Technologies That Reduce Customer Effort


The technologies used in modern contact centers are instrumental in delivering great customer experiences. Customers seek effortless experiences, and the key to satisfying them is by using technologies in ways that serve their needs. Here are five ways to reduce customer effort through the efficient use of contact center technologies. Many brands use IVR menus to serve their mobile customers, believing that the technology saves time. Chatbots.

Millennial Generation Customer Service – The Ultimate Guide


This penchant for technology has shaped their consumer behavior and preferences, and brands must tailor their customer service strategies to suit Millennials’ attributes. Key preferences to consider in Millennial generation customer service: Text me, I don’t like to talk: Millennials prefer to communicate over text messaging and rarely make phone calls. Consider a native app with special features to improve engagement, customer stickiness, and overall service.

The 3 Hottest Trends Impacting Outsourced Customer Care


The only constant in the customer care world is change, and if you don’t keep up, you’ll be left behind. That’s why we’ve compiled these must-read articles to keep you updated and give you some food for thought as you think about the future of your outsourced customer care.

7 Top Trendy Ideas of the Customer Expectations in the Call Center

Dialer 360

Customer experience and customer expectations are running out of steam for many years. Every organization in the call center world now realized the customer experience is unique. Customer importance the background with everything. Customer experience is king.

Customer Effort: Don’t Make Your Customers Work For You


First contact resolution, average handling time…many brands consider these KPIs critical for measuring their customer service success. While resolving an issue quickly may restore faith in a customer, minimizing his effort to begin with is the greatest way to earn his trust. According to a study by Corporate Executive Board, reducing customer effort is key to earning long-term loyalty. So how can you reduce customer effort? Empower customers through self-service.

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!).

In the midst of technological advancement in contact centers, it pays great dividends to remember people still matter

Robert Davis

Technology is changing the way we interact with customers at a fierce pace. Artificial intelligence (AI), chatbots, omnichannel, cloud, big data and speech analytics (just to name a few) are disrupting 25 years of traditional thought about customer service.

Contact Center AI – What’s out there?


Unsurprisingly, the enthusiasm of AI has spilled over to customer experience (CX) in the hope of improving call center efficiency. It’s therefore essential to analyze ‘what’s out there’ in customer service AI and adjust our expectations accordingly. Capturing Customer Data.

RFP Questions to Ask About AI in the Contact Center


You’re prepared for the future of customer service. And you’re ready for your outsourced customer service RFP to hit the road and bring you some stellar options for a new contact center partner. AI can be a powerful tool, but it is just one cog in the customer care engine.

Contact Centre #Trending


At Spearline , many of our customers are contact centers all around the world, used for customer service, sales, and product information. Big Data. With ever-larger amounts of data to cope with from surveys, social media, speech analytics, web analytics, etc.