Aspect

JUNE 15, 2018

Last week, Google held its annual developer conference, announcing a host of new software plans. With almost every aspect including artificial intelligence (AI), the search company proved its commitment to becoming the world’s biggest AI company, but according to the Financial Times, it also offered ‘ an ominous glimpse of the robot future.’. Google demonstrated a product called Duplex – a human-sounding robot that can fulfil basic tasks such as phoning a restaurant to book a table and having an

Customer Service 78

Customer Service Chatbots Self service Technology 78

Beyond Philosophy

JUNE 15, 2018

Pricing is fundamental to your business. It also has an enormous influence on Customer Experience outcomes. You should understand Mental Accounting as it pertains to customer behavior before you set the price and before you ruin how your customers feel about your experience. This was a great topic of discussion in our recent podcast. So, What is Mental Accounting?

Airlines 360

Airlines Accountability Consulting Consulting 360

ShepHyken

JUNE 15, 2018

This week we feature an article by Ayush Chaudhary who writes about the social media customer support experience. Social customer service allows you to take the interactions with your customers to an even higher level. – Shep Hyken. If you’ve not been living in a cave, you’ve probably heard by now numerous projections about how chatbots are destined to take over customer support.

Chatbots 189

Chatbots Customer Support Healthcare Scripts 189

Beyond Philosophy

JUNE 15, 2018

Why do customers tell you they will buy your service, but then don’t? Are they deliberately trying to trick organizations? Colin Shaw and Professor Ryan Hamilton discuss how you can you find out what customers really want. The post Why Don’t Customers Buy After They Say They Will? appeared first on.

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Cut complexity and boost efficiency while empowering your customers with Nextiva's unified communications platform. Nextiva streamlines workflows and centralizes customer interactions, all while simplifying business collaboration, increasing productivity, and reducing employee burnout.

Jive

JUNE 15, 2018

Technology isn’t the same, and neither are tech costs. IT has assumed a more prominent role in enterprise, using practices like IT infrastructure assessment to stay competitive. As a result, IT infrastructure impacts a company on multiple levels, including hardware, software, and security. And with the average employee spending 30 minutes/week fixing computer problems (or helping co-workers), IT infrastructure is also essential to overall productivity.

Enterprise 75

Enterprise Technology Marketing 75

SharpenCX

JUNE 15, 2018

Contact center stress is the bane of B2C companies across the globe. Beleaguered agents cause your team’s efficiency, morale, and customer satisfaction to plummet. Left unmanaged, turnover skyrockets. A study from Gallup shows an average of 68 percent of U.S. workers are not engaged, or worse yet, are actively disengaged in their jobs. The more [.].

Contact Center 52

Contact Center B2C Management Contact center software 52

Cyara

JUNE 15, 2018

For CX leaders who are in the trenches day-to-day, you know that paying careful attention upfront in the design stage can make or break the efficacy of your CX testing, and of course, ultimately the success of your CX. I’ve captured some best practices to keep in mind, start to finish — based on my years of experience as a developer myself, from working side-by-side with many Cyara customers and from a panel discussion I recently hosted with Cyara customers.

Best practices 52

Best practices Interactive Voice Response Contact Center Call Center 52

aircall

JUNE 15, 2018

Editor’s Note: This is a guest post from Vanessa Rombaut, Content Manager of PieSync ‘s award-winning blog “In The Pipeline” and a featured writer in various tech publications and websites. We now have access to an unprecedented amount of customer information, but all too often this resource sits in our databases gathering digital dust.

Customer retention 48

Customer retention Upselling CRM Customer Care 48

Branch Mesenger

JUNE 15, 2018

Gone are the days of camp counselors and lifeguards. Well, those days aren't gone and while we need plenty of both, it seems that the idea of the summer job is changing. Summer jobs are not just for kids anymore. In fact, you can make the point that fewer and fewer traditional summer appointments are held by teenagers. Because of growing requirements for some college kids to take internships, and any other number of changing economic conditions, just 40 percent of kids will get a summer job -- d

Engineering 48

Engineering Technology Analytics Sales 48

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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

Surveys

customer sure

JUNE 15, 2018

In our last blog post , we explored one of the reasons why people resist doing customer feedback. You should read that post, but the short version is that customer-centric feedback surveys get melded with business-centric research surveys, and the results please neither customers nor business. In this post we’re going to look at another misunderstanding which often trips people up when they start collecting feedback for the first time – how the feedback you collect gets used.

Feedback 48

Feedback Customer centricity Surveys Marketing 48

Vonage

JUNE 15, 2018

Despite the growth of live chat and other text-based customer service channels, communicating by phone is often still faster and more effective than typing messages. When things get complex or emotional, click-to-call technology makes it easier than ever for people to reach out to a business via phone. For this reason, BIA/Kelsey, a leading strategic advisory firm, predicts mobile calls to businesses will exceed 169 billion per year by 2020. .

Analytics 48

Analytics First call resolution Contact Center Scripts 48

Jon Arnold

JUNE 15, 2018

I've been to this event a few times, and there's a lot to like about how they run it, along with what NEC is doing in the collaboration marketplace. Will have more thoughts to share later, but the main takeaway is that NEC continues to build quality products, continues to innovate on all fronts, and continues to compete successfully. On the other hand, being more sale-driven than marketing-driven, their story is not so well known in North America.

Contact Center 40

Contact Center Enterprise Analytics Marketing 40

LiveChat

JUNE 15, 2018

Here are 3 beautiful emails. Can you see the common thread between all the three of them? You’ll notice that all 3 emails have different fonts and the emotions induced by the fonts too are different. While colors play an important role in conveying emotions, Typography too plays a vital role that make or break the fate of your email campaign performance.

Scripts 31

Scripts Government Best practices Personalization 31

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

Customer Experience

Pointillist

JUNE 15, 2018

By Swati Sahai. What’s better than acquiring one new customer? The answer isn’t acquiring two new customers. It’s actually retaining an existing one. Much of the marketing world is still focused on customer acquisition, but to improve customer retention will yield f ar better ROI and cost about 5-25X less than customer acquisition. In this post, I take an in-depth look at why customer retention matters and the ten powerful ways in which customer journey analytics can help you immediately improve

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Customer retention Analytics Airlines Personalization 110