CSM Magazine

AUGUST 22, 2019

Scale Support with Chatbots, Automation, AI, IoT and More: Prove ROI, seamlessly integrate innovative solutions and effectively leverage machine learning to identify key customer friction points to deliver personalized, automated solutions with the human touch. Senior Director, Customer Care, Hilton. VP, Returns, Walmart.

Customer Service 40

Customer Service Airlines Chief Customer Officer Customer Care 40

ChurnZero

JANUARY 4, 2019

AI has been a buzzword for a while and many businesses jumped onto the bandwagon by integrating AI into the customer journey, but customers still want to deal with a human, particularly if they need advice or help with something complex that they cannot solve on their own (i.e. Such days are waning.

SaaS 73

SaaS Chief Customer Officer Education Consulting 73

Taylor Reach Group

APRIL 25, 2018

Chief Customer Officer Exchange: Bridge the Silos – May 6-8, San Diego, CA. This will bring together the biggest thought-leaders across industries to focus on many different facets and functions involved in the design, communication and implementation of best-in-class customer experience.

Contact Center 62

Contact Center Call Center Customer Experience outsourcing 62

Answer Dash

SEPTEMBER 19, 2017

The big data push is particularly big within customer experience space, where countless customer touchpoints can be analyzed to improve interactions and increase loyalty. Ensure your AI program focuses on 2-way communication In the age of the chatbot and smart assistant, it’s easy to frame cognitive AI as a primarily outbound CX tool.

Customer Experience 59

Customer Experience Big data Chief Customer Officer Technology 59

ChurnZero

JANUARY 4, 2019

AI has been a buzzword for a while and many businesses jumped onto the bandwagon by integrating AI into the customer journey, but customers still want to deal with a human, particularly if they need advice or help with something complex that they cannot solve on their own (i.e. Such days are waning.

SaaS 49

SaaS Chief Customer Officer Education Consulting 49

SmartKarrot

JANUARY 7, 2022

With the continuous evolution of the CX domain on the bottom line, a new role has emerged to assist enterprises in setting up the next level of CX expectations – the Chief Customer Officer (CCO). But the question is still: What exactly do CCOs (Chief Customer Officer) in this relatively new executive position do?

Chief Customer Officer 10

Chief Customer Officer Customer centricity Education Finance 10

Tenfold - Contact Center Blog

NOVEMBER 30, 2017

Both Amazon and Zappos are prime examples of brands that are customer centric and have spent years creating a culture around the customer and their needs. This is so important that organizations like Oracle developed a Chief Customer Officer (CCO) to ensure a consistently amazing customer experience across all touch points.

Call Center 56

Call Center Customer Support Customer centricity Contact Center 56

Comm100

FEBRUARY 20, 2018

It’s hard to remember a time when Chatbots weren’t a hot (albeit, polarizing) topic in the customer service and tech industries. From customized Chatbots on major brand websites to Siri and Alexa in our own homes, it seems like Chatbots have entered the discussion (and our lives) for good. Why Chatbots?

Chatbots 50

Chatbots Contact Center Benchmark Chief Customer Officer 50

Beyond Philosophy

MAY 12, 2021

Porte says 88 percent of respondents invested in cloud-based customer engagement solutions for workforce management, compliance, security, and fraud solutions. Also, AI was high on the lists, as well as chatbots and intelligent virtual assistants. Voice of the customer continues to be a hot investment, too.

Analytics 222

Analytics Chief Customer Officer Technology Surveys 222

Eptica

NOVEMBER 8, 2017

Sharing knowledge Gartner predicts that by 2020 10% of business-to-consumer first-level engagement requests will be taken by virtual customer service agents, such as chatbots , up from just 1% today. To achieve this put in place a single, centralized, comprehensive knowledge base that underpins self-service, chatbots and your agents.

Customer centricity 96

Customer centricity Chief Customer Officer Chatbots Best practices 96

Netomi

JANUARY 5, 2022

Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. At Netomi, we deeply care about improving the customer experience. So much so, we built the best chatbot and AI tool to help automate the low touch, mundane tasks support teams are inundated with. Lynn Hunsaker.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Mindtouch

AUGUST 21, 2019

This could be within their customer relationship management (CRM) suite , an internal-only knowledge base, or some combination thereof. Customers, on the other hand, might seek information within their product (in-product contextual help content ), using Google, or through a company’s website and chatbot interface.

Management 88

Management Self service Chief Customer Officer Chatbots 88

Pointillist

JUNE 6, 2018

I’ve got clients where the Chief Customer Officer reports directly to the CEO and where CX teams report to Marketing. Annette: I am excited about the changes that the application of Artificial Intelligence are bringing about in the field of customer experience. Is it within Marketing, Operations or some other function?

Journey mapping 40

Journey mapping Customer Experience Chief Customer Officer Metrics 40

Answer Dash

JANUARY 9, 2019

I visited Amazon headquarters in November and saw for myself that employees are just insanely focused on customers. The entire company has a customer experience mindset. A customer-first mindset is much different than hiring a chief customer officer and thinking your work is done. million requests each year.

Customer Experience 82

Customer Experience Chatbots Chief Customer Officer Technology 82

Pointillist

MAY 19, 2020

“ Lynn Hunsaker, CCXP, PCM Chief Customer Officer ClearAction Continuum NPS, CSAT and CES are the Most Frequently Captured Customer Experience Metrics The majority of organizations (95%) collect customer feedback data.

Management 94

Management Analytics Journey mapping Customer centricity 94

CX Global Media

JULY 10, 2019

Jim Iyoob Chief Customer Officer??, Learn the importance of the right combination of people and software when managing agent performance and customer experience. About Jackie Morales : Leslie helps CSRs write better email, chat, social media, SMS, and chatbots. Etech Global Services.

Contact Center 120

Contact Center Morale Coaching Analytics 120