ShepHyken

SEPTEMBER 28, 2020

Each week I read a number of customer service and customer experience articles from various resources. CX50 2020: Great customer experience starts with company culture by Morag Cuddeford-Jones. The best companies to do business with are also great companies to work for.

Customer Service 190

Customer Service outsourcing Contact Center Customer Support 190

Beyond Philosophy

DECEMBER 28, 2023

We hosted the Global Customer Service Experience Director of Alvarez & Marsal Alex Mead ( alexmead@sky.com ) recently to talk about it, and I wanted to share what we discussed here with all of you, too. One thing I appreciate about Mead is how his opinions make me think. He predicts that customers can ask, “Hey!

Airlines 221

Airlines Self service Call Center Personalization 221

Beyond Philosophy

AUGUST 21, 2020

How we share information is affected by the medium that we use to communicate it. We can see this concept manifest in customer reviews and advertising response behavior. The technology through which customers write reviews and interact with your organization influences the content produced and information shared.

Transportation 448

Transportation Surveys Consulting Consulting 448

Beyond Philosophy

JUNE 8, 2023

I have plenty of experience with this inefficient exercise in my career, and I thought I might have some things to share with all of you to get those necessary approvals. In our recent podcast, Context is King!, That we would increase revenue through creating outstanding experiences was a foregone conclusion. Not so much.

Finance 195

Finance Marketing Personalization Accountability 195

Beyond Philosophy

MAY 9, 2019

In our customer experience consultancy, clients tell us customers make decisions based on price or features. Instead, it tends to be a combination of a few insignificant, humanistic-type factors that drive customer behavior. However, many things we experience don’t have that level repetition.

Consulting 379

Consulting Consulting Education Benchmark 379

Beyond Philosophy

JANUARY 15, 2021

As we all interact more online than we ever have before, digital experiences are becoming an essential part of your CX. Like a physical experience, digital experiences should center around customers and focus on what they want so you can get what you want, customer-driven growth. How Social Proof Drives Purchases.

Airlines 248

Airlines Government Customer emotions Marketing 248

Beyond Philosophy

APRIL 30, 2020

We discussed how these times affect our behavior on a recent podcast , and not just as customers. In other words, these things are critical in society, and even though it’s not great science, it is a useful framework in terms of categorizing people’s needs and thinking about the different needs that people have.

Consulting 404

Consulting Consulting Healthcare Advertising 404

AWS Machine Learning

APRIL 24, 2024

In this post, we share how we analyzed the feedback data and identified limitations of accuracy and hallucinations RAG provided, and used the human evaluation score to train the model through reinforcement learning. Some users simply left a note, such as “Great!” Question How many car parking spaces do we have?

Engineering 106

Engineering Feedback Construction Analytics 106

CSM Magazine

JUNE 1, 2023

Mike Myer, CEO of Quiq, explores the impact of ChatGPT on the world of customer service. To be useful in a business context, the AI underlying ChatGPT must be embedded in the applications and workflows business people use every day, not a remote text box on a third-party website. Enter the latest AI.

Customer Service 105

Customer Service Chatbots Surveys Technology 105

NobelBiz

MAY 28, 2024

Contact centers have consistently been early adopters of technologies that improve interactions between agents and customers. In a blended call center, the focus is on ensuring that agents are always engaged, whether they are addressing incoming customer inquiries or making outbound calls for sales or follow-ups. What is Call Blending?

Call Center 52

Call Center Interactive Voice Response Outbound sales Scripts 52

Beyond Philosophy

DECEMBER 29, 2022

We always look to the future for something great that is going to happen. Organizations should have a theory to help steer a plan, but then that theory should also drive the roll-out, the communications, the timing, and everything else associated with it. The same goes for Customer Experience.

Consulting 195

Consulting Consulting Customer Experience 195

Integrity Solutions

APRIL 19, 2024

At its essence, humanizing the sales experience is really about personalization. It’s about asking questions from a place of genuine curiosity, listening, fully absorbing what you’re hearing and then being willing and able to pivot in whatever direction the customer’s answers take us.

Personalization 105

Personalization Sales Scripts Contact Center 105

AWS Machine Learning

MAY 21, 2024

The following code snippets demonstrate how to generate image captions using Anthropic Claude 3 by invoking the bedrock_get_img_description utility function. image_caption = bedrock_get_img_description(model_id, prompt='You are an expert at analyzing images in great detail. split('.')[0]}.json" jsons", glob='**/*.json',

Engineering 99

Engineering Consulting Consulting Finance 99

Vistio

MAY 29, 2024

Advanced analytics, leveraging the power of AI and big data, have become crucial tools in understanding and enhancing customer interactions. Vistio harnesses this technology to not only decode customer needs but also to empower contact center agents, transforming them from novices to experts swiftly.

Analytics 52

Analytics Customer Experience Contact Center Big data 52

delighted

JUNE 6, 2024

It’s crucial to survey customers at various points throughout their buying journey, especially after they make a purchase. Post-purchase surveys allow businesses to collect valuable insights about their marketing efforts, the products or services they provide, and the overall customer experience. What is a post-purchase survey?

Surveys 52

Surveys Feedback Best practices Marketing 52

Totango

OCTOBER 12, 2022

And of course, customers can easily cancel the very second they become dissatisfied, lose interest, or feel they aren’t getting the value they expected. . Naturally, short-notice or no-penalty cancellations also greatly increase the risk of customer churn. Leading the charge. We can see this development in our recent survey.

Enterprise 111

Enterprise Surveys Sales Customer retention 111

Lumoa

MAY 9, 2023

In the highly competitive world of business, understanding and enhancing the customer experience is of paramount importance. As a result, organizations can boost customer satisfaction and loyalty, paving the way for sustained revenue growth. In addition, you’ll learn how to use sentiment analysis to drive emotional impact.

Feedback 83

Feedback Customer Experience Customer centricity SaaS 83

Upstream Works

NOVEMBER 22, 2022

Before the term “customer experience” (CX) became widely used in the industry, the contact center was focused on “customer service.” ” When customers needed service – whether a question, a complaint, or technical support – they reached out to the contact center.

Technology 78

Technology Customer Service Contact Center Technical Support 78

Nicereply

JULY 24, 2023

“What are partnerships and how do they tend to work in a customer experience context?” ” Customer expectations are high when contacting support. These types of value-add services can easily be created with strategic partnerships in Customer Experience with companies that complement what you do.

Customer Experience 52

Customer Experience outsourcing Marketing Education 52

CX Global Media

FEBRUARY 6, 2019

I need to be careful not to manage queues of interactions because that’s how it’s always been done. But that feeling of people or channels (channel management versus customer experience) can be so hard when you’re focused on the workload and response time. Alon, how do you help folks get over the hump? I’m a person.

Contact Center 270

Contact Center B2C Coaching Call Center 270

Help Scout

SEPTEMBER 24, 2021

Since there are multiple, distinct steps in the customer journey , some companies choose to separate these steps and have them managed by separate roles: The sales team handles pre-sales. A customer onboarding specialist manages onboarding. A customer success specialist owns lifecycle management.

Education 113

Education Government Sales Enterprise 113

TechSee

MAY 19, 2020

Product registration – the process of capturing new customers’ information – enables brands to connect directly with consumers and engage with them during their relationship with the company. Investing in the post-sale relationship boosts brand loyalty and drives long-term revenues. The next step: Remote Visual Assistance.

Self service 207

Self service Sales Customer effort Technology 207

Tethr

SEPTEMBER 8, 2021

Today, we’ll be taking a more technical look into the role of artificial intelligence in conversation analytics, and how we use AI to derive insights from your customer conversations. So if you’ve ever wondered how, exactly, our AI-powered machine works—this one’s for you. Let’s break down how it works.

Analytics 96

Analytics Technology Banking Engineering 96

Upstream Works

DECEMBER 14, 2022

When it comes to AI and customer service, automation usually comes to mind. That consideration will only come by shifting focus from customer service to customer experience (CX). That consideration will only come by shifting focus from customer service to customer experience (CX).

Chatbots 78

Chatbots Contact Center Coaching Surveys 78

Nicereply

APRIL 27, 2022

To understand CXM and its importance, brands must first absorb the impact good (or bad) customer experience has on their customers and reputation. What is customer experience management (CXM)? Customer Experience is how a customer feels about your brand. The Benefits of CXM.

Customer Experience 104

Customer Experience Management Feedback Surveys 104

Playvox

OCTOBER 20, 2023

In face-to-face interactions with customers, you have the advantage of observing eye contact, tone of voice, body language, and other cues that go along with their spoken words. For example, does “it works fine” and “customer support was ok” mean customers are happy, upset, or indifferent? What is Customer Sentiment Analysis?

Contact Center 82

Contact Center Coaching Feedback Surveys 82

Totango

FEBRUARY 11, 2022

Delivering a satisfying B2B customer experience is key to staying competitive in today’s SaaS market. Here, we’ll outline a strategic roadmap to developing a winning B2B customer experience strategy. First, we’ll take a look at what B2B customer experience is and why it’s an important priority.

B2B 108

B2B Customer Experience B2C SaaS 108

Talkdesk

DECEMBER 1, 2020

More than 60% of customers are extremely willing or very willing to switch brands to have a better customer service experience. Customer experience (CX) is critical to retaining and driving business and the mandate to improve it is constant.

Contact Center 104

Contact Center Benchmark Enterprise Customer centricity 104

Tenfold - Contact Center Blog

JUNE 29, 2018

Organizations know how crucial the level of customer experience is in the pursuit of business goals. Most, if not all, businesses aspire to deliver customer experience that can be described as such. The problem, though, is how. Here’s an idea that can answer that how: context.

Customer Experience 48

Customer Experience Upselling Big data Metrics 48

Fonolo

AUGUST 29, 2018

This is especially true for those of us involved in the cacophony of contact centers; we are essentially the appointed, trusted ‘brand listeners’ who hear many, many voices on a given day, including those of both customers and colleagues. The one item that is consistent, and should never change, is treating the customer with respect.

Contact Center 271

Contact Center Brand ambassadors Morale Telemarketing 271

Help Scout

SEPTEMBER 21, 2021

The first named customer success group was created in 1996. While the original driver for the role was to grow relationships and increase revenue, the customer success specialist job description has changed quite a bit since then. Our mission is to support small businesses with tools that make customer support more helpful and human.

Education 103

Education Accountability Benchmark Sales 103

Fonolo

APRIL 14, 2022

Every year, businesses invest heavily in customer research to find out how consumers perceive them. This approach allows you to evaluate customer feedback and information to improve your call center. On its own, calculating your net promoter score isn’t enough to take your customer experience to the next level.

Benchmark 91

Benchmark Call Center Surveys Interactive Voice Response 91

Netomi

SEPTEMBER 1, 2022

Conversational AI in the retail workforce, for the ultimate customer experience. What is needed is exceptional customer support , delivered accurately and immediately. It’s clear that first impressions matter, as 88% of shoppers won’t even return to a website after a poor user experience. The solution? Bring it on!

Virtual Agent 105

Virtual Agent CRM Accountability Customer retention 105

Nicereply

JULY 10, 2023

How to calculate employee net promoter score? How can we improve? Other eNPS Considerations How often should you survey your employees? How do you improve response rates? How do you improve your employee NPS? How to calculate employee net promoter score? And one of the best metrics to track is eNPS.

Employee engagement 70

Employee engagement Surveys Metrics Feedback 70

Lumoa

JULY 17, 2023

Key Drivers of Successful Customer Experience Digitization Today, businesses must continually evolve to address the needs of their customers. Embracing new technology solutions and digitizing customer experience has become a crucial part of this evolution. Seamless experiences 5. Immersive experiences 7.

Customer Experience 83

Customer Experience Chatbots Feedback Surveys 83

Tethr

NOVEMBER 15, 2021

Contact center reporting and analytics are essential for customer service and customer experience (CX) leaders to understand contact center performance accurately. This information can go a long way towards bigger wins; like improving the customer experience and reducing the cost of service for your company.

Contact Center 95

Contact Center Analytics Marketing First call resolution 95

JustCall

OCTOBER 16, 2023

In this guide, we will explore the key issues that plague the FinTech customer experience and understand how to use communication tools to boost Fintech customer retention. If your agents are frustrated, your customers will drop out, leading to low retention rates. Let’s jump right in. You know the drill.

Customer Experience 52

Customer Experience Finance Self service CRM 52