ShepHyken

SEPTEMBER 15, 2017

This week we feature an article by Lindsay Tjepkema who writes about how artificial intelligence marketing (AIM) is becoming more important to our success in engaging with customers. Recently I have read and written a lot about AI and as technology improves and acceptance grows AI will have a strong role in customer service. – Shep Hyken. Artificial intelligence (AI) and all of its many uses have seen massive amounts of growth throughout the last year.

Marketing 486

Marketing Advertising Big data Personalization 486

Vonage

SEPTEMBER 15, 2017

Over the last 10 years we have had the pleasure of working with many global organisations, across many sectors; retail, financial services, telecoms, technology, hospitality, professional services on the design and implementation of their Branded Customer Experience * (BCE) programmes. Here are the top CX tips we have learned along the way: 1. Engage the senior leadership early: Top down leadership is important in articulating a clear customer vision and aligning the whole organisation around it

Customer Experience 106

Customer Experience Morale Government Management 106

Call Center Weekly

SEPTEMBER 15, 2017

By: Cheri Arafiles In my experience, most patient experience initiatives are very specific to improving the Consumer Assessment of Healthcare Providers and Systems (CAHPS) scores of an organization. They are typically training programs or in-services that tell the frontline staff to smile, introduce themselves, this and that to create a better experience for patients and their families.

Healthcare 79

Healthcare Personalization Employee engagement Customer Experience 79

GetFeedback

SEPTEMBER 15, 2017

Customers want consistent, positive experiences from brands, no matter the time or place. Here are 4 ways to keep up with rising customer expectations.

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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.

Taylor Reach Group

SEPTEMBER 15, 2017

By: TRG Team: John Cockerill , Colin Taylor , Turaj Seyrafiaan , Peg Ayers , Garry Schultz , JD Fairweather . A disaster? It’ll never happen to your business or Contact Center. There hasn’t been a major storm in your area in living memory. That kind of stuff happens to centers in Tornado Alley and Key West, not where you are. Don’t be so sure—there are many kinds of disasters and any one of them could visit your center today.

Interactive Voice Response 83

Interactive Voice Response Contact Center outsourcing CRM 83

Branch Mesenger

SEPTEMBER 15, 2017

Let’s take a look back at the world of work and the news, people, and stories that are shaping it. Welcome to the Branch Messenger weekly round-up. In the News. The recent devastating hurricanes -- two of which have hit the United States in the span of 14 days, have caused major upheaval in Florida and Texas. One of the largest segments of people impacted were hourly workers.

Enterprise 48

Enterprise Surveys Management 48

ClientSuccess

SEPTEMBER 15, 2017

In November 2015, I decided to start a blog series that eventually became known as CSM from the Trenches. This series was birthed from the idea that most content in the Customer Success space comes from the Top – Down (CS Executives + other leadership), but I hadn’t really seen a place where like-minded Customer Success Managers (CSMs) could learn from one another.

Management 45

Management Best practices Personalization Customer Experience 45

Kapta Customer Success

SEPTEMBER 15, 2017

One of the most honest relationships you can have in business is one that benefits both you and your partners. Relationships that are based around mutual benefit are solidified by mutual trust and respect. As a project manager, you want customers to see you as the person with the knowledge, skills, and reputation to complete successful projects. In turn, the customers you work with want someone they can depend on to deliver results aligned with their needs.

Feedback 40

Feedback Engineering Accountability Customer Support 40

Verint

SEPTEMBER 15, 2017

Despite always evolving customer preferences in how to share feedback with organizations, surveys continue to be valuable. However, they must keep up with the times. Verint recently conducted a global survey that took an intensive look at how consumers like to communicate with their preferred brands. The results offer valuable guidance for organizations struggling to balance today’s demand for digital and human customer service.

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Surveys Feedback Customer Service Marketing 33

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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

Aspect

SEPTEMBER 15, 2017

If you had asked a friend three years ago if they have ever used Alexa for a customer service question, they would have first asked who Alexa was, and then asked if you’ve been getting enough sleep lately. But today, messaging apps and voice assistants are just a few of the plethora of channel options available to consumers today to communicate with companies.

Employee engagement 64

Employee engagement Best practices Surveys Technology 64

LiveChat

SEPTEMBER 15, 2017

Philosopher and essayist David Hume once said: “No amount of observations of white swans can allow the inference that all swans are white, but the observation of a single black swan is sufficient to refute that conclusion.”. More often than not, we marketers are rationalists. We don’t grab any abstract ideas and conceptions for content marketing plans.

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