Beyond Philosophy

FEBRUARY 5, 2018

If Amazon Go really is well-staffed by smiling, helpful employees, this could lead to more positive interactions between employees and shoppers and therefore a better customer experience than if there were traditional cashiers. But, as I said, I am not sure people will ultimately prefer the cashierless experience.

Consulting 250

Consulting Consulting Big data Banking 250

Fonolo

SEPTEMBER 19, 2018

In addition to monitoring and responding to customer support requests in a timely and educated fashion, companies can think ahead and employ social media in other ways that will boost overall customer experience. Whether online or in person, getting these things right will give your customers something (good) to Tweet about.

Airlines 237

Airlines Chatbots Education Contact Center 237

Jon Arnold

OCTOBER 16, 2020

Next Tuesday, I’ll be speaking on a webinar about the “data deluge” that contact centers need to manage, especially for improving the all-important CX – customer experience. Clearly CX involves many moving parts, and it’s not hard to see why contact centers are getting overwhelmed with this data deluge.

Big data 98

Big data Contact Center Analytics Metrics 98

CX Journey

FEBRUARY 27, 2015

Is your company committing the 7 Deadly Sins of customer experience? Of course, as I ran down the list and explained them (in a PG kind of way), I pondered sins of the customer experience. I just hosted a webinar about the 7 Deadly Sins of Journey Mapping. Are there more than seven sins in customer experience?

Customer Experience 86

Customer Experience Government Journey mapping Customer centricity 86

360Connext

MARCH 13, 2017

But Abby provides a personal experience, though she doesn’t always get it right (bots aren’t always the best mind readers) but she learns as she goes. Brands looking for ways to integrate bots in the customer experience should consider ways to really leverage the personal nature they can bring to the journey.

Big data 77

Big data Education Consulting Consulting 77

Avaya

NOVEMBER 6, 2018

I recently had the pleasure of co-hosting a webinar with leading Communications Industry Analyst Sheila McGee-Smith titled “ How AI Drives Results in the Contact Center ” and the question posed was: “What does AI mean for those working in the contact center? Our webinar attendees certainly agreed.

Contact Center 57

Contact Center Big data Coaching CRM 57

Avaya

JUNE 9, 2017

They’re challenged with evolving from legacy hardware to a services-based ecosystem that supports digital drivers like cloud, mobile, big data analytics, and social. Perhaps customer-specific strategies were not as well-defined as intended, or there was a misalignment between business outcomes and technology implementation.

Enterprise 41

Enterprise Big data Analytics Technology 41

Beyond Philosophy

NOVEMBER 19, 2020

I recently participated in a Customer Experience Day webinar with two other leaders in our field, Joe Pine and Lou Carbone. You might remember how I came to this field of Customer Experience almost 20 years ago after years of working in the corporate world. So, me, you know.

Customer Experience 334

Customer Experience Customer emotions Customer centricity Consulting 334

ProProfs Blog

JUNE 28, 2019

Moz.com, for instance, mentions its software in some informational articles, shows how it is being used, offers free webinars and free trials. It may take months of reading articles and attending webinars to get to the free trial stage. This helps you to learn what customers want and the first steps of the customer journey.

Journey mapping 95

Journey mapping Entertainment Sales Big data 95

Fonolo

SEPTEMBER 11, 2018

Register for “The Impact of AI in Customer Experience” here. Webinar: The Impact of AI in Customer Experience. The Impact of AI on Customer Facing Roles. VPs & Directors of Customer Experience. VPs & Directors of Customer Service. Hope to see you there. Successful Cases Studies.

Customer Service 89

Customer Service Banking Contact Center Call Center 89

Fonolo

SEPTEMBER 13, 2018

The Habs’ ‘letter gesture’ signals an effective way to engage with customers when they reach out for help: Go above and beyond. As sports teams are, like it or not, entwined with customers’ identities, it’s integral for sports brands to aim for extraordinary customer experience offerings.

Multichannel 83

Multichannel Big data Contact Center Call Center 83

CX Journey

DECEMBER 13, 2017

That statement has plagued companies for a long time and for a variety of reasons - not the least of which is that they just don’t know what to do with the data: how to analyze it, how to use the outputs, what the outputs mean, etc. If you miss the webinar today, you'll still be able to access it on demand via the same link.

Analytics 45

Analytics Customer Experience Big data Surveys 45

Natalie Petouhof

MAY 27, 2016

The As-a-Service Economy: CX and IOT Mean You Have to Deliver Great Experiences- Upcoming. The As-a-Service Economy: CX and IOT Mean You Have to Deliver Great Experiences- Upcoming. Customer Experience IOT in the Automotive Industry-Upcoming. **. . • Customer Experience IOT in the Automotive Industry-Upcoming. **.

CRM 40

CRM Automotive Analytics Big data 40

Avaya

OCTOBER 31, 2016

In a 2011 webinar, Gartner Research Vice President Laura McLellan boldly said that by 2017, the CMO would spend more on IT than the CIO. But then we saw the rise of technologies like cloud, mobility, social media and big data … and everything changed. How much data? Now that we’re just shy of 2017 (how time flies!)

Marketing 74

Marketing Technology Big data Entertainment 74

Amity

JUNE 15, 2017

Another way to think about customer segmentation is by looking at an appropriate experience that customers have with your company. The appropriate customer experiences refer to the type of customer journey the client should take to achieve their goals. . #2: Persona Segmentation. Key Takeaways.

Big data 73

Big data Accountability Management Customer Experience 73

Callminer

JULY 15, 2019

Thursday, July 25th Customer Experience. We hope you join us for Webinarstock and the times of all the webinars at the bottom of the post, make sure to pick some interesting topics and circle the time on your calendar! Thursday, July 26th Customer Experience. Link for WebinarStock US Sessions. Can you Hear Me Now?

Telecommunications 28

Telecommunications Contact Center Analytics Employee engagement 28

Fonolo

SEPTEMBER 11, 2018

Register for “The Impact of AI in Customer Experience” here. Webinar: The Impact of AI in Customer Experience. The Impact of AI on Customer Facing Roles. VPs & Directors of Customer Experience. VPs & Directors of Customer Service. Hope to see you there. Successful Cases Studies.

Customer Service 52

Customer Service Banking Contact Center Call Center 52

Mindtouch

APRIL 2, 2018

Aside from the great views and delicious wine, there was a lot of valuable information regarding content strategies and models that improve the customer experience. Many companies are finding ways to use AI to improve the customer experience. Matt Seaman discussed how machine learning can drive customer success.

Customer effort 48

Customer effort Big data Self service Personalization 48

CX Journey

MARCH 4, 2016

It doesn't get transformed into anything digestible that can then be used to transform the customer experience. I partnered with Passenger , an online communities solution provider, to host a webinar earlier this week on this very topic, The Biggest VoC Problem. It's not about that. and How to Solve It.

Metrics 44

Metrics Big data Customer Experience Analytics 44

Verint

MARCH 2, 2016

CRM Magazine – Roundtable Webinar. March 2; Webinar. Verint’s Greg Sherry, vice president, marketing, will present “Why Voice of the Customer Is Essential Now—Understand What Customers and Prospects Are Thinking Before It’s Too Late” at 2 p.m.

CRM 22

CRM Analytics Enterprise Marketing 22

Beyond Philosophy

SEPTEMBER 11, 2017

See, what often happens, especially in an age where we have a multitude of different communication methods available to us, is that we tend to overcomplicate our customers’ experience by trying to do too much. Ok, let’s create hundreds of different emails for that purpose, one to suit every type of customer we have.

Advertising 384

Advertising Consulting Consulting Government 384

C3Centricity

SEPTEMBER 24, 2017

If you would like to know more about it sign up for our free webinar ). Technology is an enabler; it’s customer-centricity that is the disruptor today. Harnessing technology to enable companies to adopt a customer-first strategy. If so, what experiences have you had, as I’d love to hear more about their uses?

Technology 48

Technology Transportation Entertainment Customer centricity 48

Natalie Petouhof

JULY 14, 2015

Constellation Research, Covering Marketing, Sales and Customer Service to Provide Great Customer Experiences. Others that think that consumers will want to revolt, but it’s really too late. What do you think? Is it too late? VP and Principal Analyst.

Strategic Value 45

Strategic Value Feedback Personalization Marketing 45

Beyond Philosophy

JULY 4, 2016

I’m capitalizing the first letter of each word because the pervasiveness of digital transformation has all the feel of Big Data a few years ago and Reeingineering in the 1990’s. Much of the digital transformation emphasis has been on technology (big data analytics and cloud, mobile apps, etc.)

Banking 225

Banking Customer centricity Big data Finance 225

Fonolo

SEPTEMBER 12, 2018

Brand perception also translates into customer experience (CX). So, in modern times, managing customer experience is the new brand imperative. Therefore, to generate a positive consumer experience, an organization needs to research, strategize, implement and manage it efficiently. Maintenance and repair processes.

Customer Experience 73

Customer Experience Management Journey mapping Construction 73

CSM Magazine

NOVEMBER 19, 2021

Driving Proactive, Positive Experiences. Looking at the ease of a customer service team’s job can give you a good idea of how good your customer experience is. What are customers searching for on your website? Are they watching your training videos and webinars? What blogs are they reading? About the Author.

Customer Service 98

Customer Service Enterprise Big data Technology 98

Fonolo

SEPTEMBER 4, 2018

Register for “The Impact of AI in Customer Experience” here. Webinar: The Impact of AI in Customer Experience. The Impact of AI on Customer Facing Roles. VPs & Directors of Customer Experience. VPs & Directors of Customer Service. Successful Cases Studies. Plus so Much More!

Call Center 209

Call Center Self service Contact Center Chatbots 209

ClearAction

JULY 11, 2023

What you’re seeing here is based on a recent article and webinar interview: 23 Customer Experience Practices You Should Stop in 2023 (CustomerThink article) What Your Customer Churn Rate is Telling You (LiveVox video) Modernize your thinking and clarity with 3 Customer Service value truths : 1) Stop Calling it All Customer Experience!

Customer Service 48

Customer Service Enterprise Consulting Consulting 48

C3Centricity

DECEMBER 3, 2018

Here are just a few of the most noteworthy numbers I found during my research online; if you are still not sure it’s worth it this data will convince you: 86% of buyers will pay more for a better customer experience. But only 1% of customers feel that vendors consistently meet their expectations.

Big data 59

Big data Marketing B2C CRM 59

Fonolo

SEPTEMBER 18, 2018

Webinar: The Impact of AI in Customer Experience. The Impact of AI on Customer Facing Roles. The Impact of AI on Customer Facing Roles. VPs & Directors of Customer Experience. VPs & Directors of Customer Service. We’ll talk about: How AI Can be Used to Create Better CX.

Contact Center 65

Contact Center Advertising Big data Call Center 65

Lumoa

NOVEMBER 2, 2022

Recently, Lumoa held a webinar where customer experience (CX) experts talked about the role of customer experience in the telecoms industry entering 2023. This blog will share some of the highlights of the webinar. This blog will share some of the highlights of the webinar.

Customer Experience 94

Customer Experience Telecommunications Big data Feedback 94

Fonolo

SEPTEMBER 20, 2018

To this end contact center solution specialist Fonolo have partnered with GTACC for a one-hour webinar to explore the impacts of AI on customer support, service and experience. Webinar: The Impact of AI in Customer Experience. The Impact of AI on Customer Facing Roles. Successful Cases Studies.

Education 65

Education Contact Center Government contact center solutions 65