INDUSTRY INSIGHTS YOUR PEERS ARE READING
Travel and tourism industry has seen major growth in the past couple of years with contributing about 10.4% The post Overcoming Customer Support Challenges in the Travel Industry appeared first on Ameyo. to global GDP. That’s 4.6% more than the previous year (World Travel & Tourism Council, 2018). This growth has further been accelerated with the world going digital. Today, the way tourists discover or book their trips and […]. MORE
This week on our Friends on Friday guest blog post my colleague, Benny Tjia shares lessons learned from the hospitality industry about creating a customer focused culture. Hospitality, we can say, is a pretty ‘old’ industry. MORE
However, it is especially important within the hospitality industry. Here, we’ll look at just some of the reasons why customer service matters in the hospitality industry. The hospitality industry relies a lot upon reputation in order to attract new customers. MORE
We released the 2018 Temkin Experience Ratings that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. As a follow-up, we published blog posts that examine the results for each of the 20 industries. The post 2018 Temkin Experience Ratings: 20 Industry Snapshots appeared first on Customer Experience Matters®. 2018 Temkin Ratings Customer experience Industry Data MORE
We think so, but a recent survey by Call Centre Helper found that just 27% of industry professionals believe it’s a metric worth measuring. The post Industry News: “Handle” With Care appeared first on Monet Software. MORE
My clients in the financial services industry are faced with these […]. “How dare you call my employer to confirm my job status!” “The The mortgage broker said my house was worth more than you think!” “My MORE
The education industry is at crossroads, I mean the administrative costs are soaring up, the revenues are declining, and the popularity of online courses isn’t helping the growth prospect of the education institutions either. MORE
We've previously covered the qualifications that most reputable translation providers hold. Now that we know what to look for when it comes to the provider, how can we be sure that the translators themselves are qualified? MORE
The post Auto Industry Challenges Infographic appeared first on Think CX. The automotive sector is facing massive changes in the next 10 years. How will this affect your customer management? Download the Automotive Change Infographic pdf . MORE
In the increasingly crowded business landscape, there are a few specific focuses that organizations can invest in to give themselves a boost in attention and customer loyalty. MORE
Every industry needs customer support. Customers have questions before they decide to make a purchase, need help when going through a sign-up flow and need real-time support when they’re having a problem that needs quick resolution. Multichannel Support Live Chat Customer Support MORE
As we do most months, my team and I attend trade events for a variety of industries. During these information gathering sessions, we […] The post Similarities in reporting trends across industries appeared first on What’s next. MORE
What’s happening in the industry? In recent years the healthcare industry has undergone – and continues to undergo—massive changes. To improve service and remain competitive in the healthcare industry: Create a new definition of service. MORE
This is not a criticism – it’s simply the reality, an industry-wide circumstance brought about by the learning curves and rapid technological changes to the customer service space in contemporary times. Meeting the Industry Standard of Service Level. MORE
How Digital Transformation Is Reshaping Every Industry. How many industries can you name that have been completely reshaped by a market entrant tearing up the rules? There’s, of course, the smartphone industry. In many industries, the cost of market entry is extremely low. MORE
In May 2018, the White House administration signed a piece of bi-partisan legislation that rolled back banking regulations passed in response to the 2008 financial crisis, most notably relaxing some of the Dodd-Frank requirements. MORE
It’s a concept that is being embraced by smart, successful companies to disrupt their competition, and in some cases, entire industries. . And, in some cases, companies that have come up with ways to make people’s lives easier have disrupted entire industries. MORE
The session was riveting and chock-full of information for industry experts Jeff Marcoux, VP of Marketing at TTEC, Ted Hunting, SVP of Marketing at Bright Pattern, and Michale Pace, Founder of The Pace of Service and President of the NorthEast Contact Center Forum. MORE
The post 6 Industry-Approved Channels to Collect Customer Feedback Efficiently appeared first on Customer Guru. Why should you be collecting customer feedback? If you would like to see your business grow and prosper, customer satisfaction is not only important but also necessary. MORE
The post New Infographic: Challenges facing the Auto Industry appeared first on Think CX. The automotive sector is facing massive changes in the next 10 years. How will this affect your customer management? Download the Automotive Change Infographic pdf . MORE
Here are some compelling reasons why customer service is so important in the moving industry. Great customer service conveys experience and dedication, which is crucial in the moving industry. Being able to convey professionalism is essential in the moving industry. MORE
In any industry, the same old begets the same old. The post Cross-industry Innovation Produces Blended Business Results appeared first on Working Solutions. Staid can end up stale. It pays then to look at different disciplines to re-imagine things. MORE
The post Auto Industry Challenges Infographic appeared first on Think CX. The automotive sector is facing massive changes in the next 10 years. How will this affect your customer management? View the Automotive Change Infographic. Contact us: info@thinkCX.co.uk. MORE
Choosing a translation company can be hard – especially if you are unfamiliar with the ins and outs of the industry. For example, what do certain features and qualifications mean, and which offering is actually better when you compare? MORE
Do you remember the last time you called an 800 number and experienced the run around you get when attempting to follow the prompts? Were the menus confusing? Did the speech recognition feature clearly understand your responses? MORE
James shared his knowledge and experiences about this young and booming industry from working in the US and the UK. Self-Teaching in a New Industry. Experimentation is a great thing, but it hinders the industry as a whole when the results are kept internal. MORE
The technology industry has been continuously disrupting and leading markets when it comes to innovations and customer experience. The post The Technology Industry NPS® Benchmarks appeared first on CustomerGauge. MORE
The post 2017 Customer Experience Lessons from the Airline Industry…So Far appeared first on CustomerGauge. Blog Featured Airline industry Customer experience Net Promoter Score United Airlines MORE
Healthcare and banking in particular are great examples of the various ways AI can improve engagement based on the specific needs of an industry. It’s time to change the type of AI conversations we’re having to ensure certain industries aren’t held back in the process. MORE
3 Ways Healthcare Engagement Models Differ from Other Industries. Over the past couple of years, there has been a lot of industry buzz about what retail can teach healthcare about engagement strategies. Austin Ridgeway, Director, HGS Healthcare. MORE
The post Industry Secrets Leaked – Predicting Customer Behavior! Imagine the power of being able to predict your Customers’ behavior. It would mean that you can design an experience that plays into this behavior and creates an excellent Customer Experience that drives $$$ for you. However, reliably predicting your Customers’ behavior is going to be difficult even under the best of circumstances. MORE
The post 7 Call Center Best Practices from Industry Experts appeared first on CallMiner. It goes without saying there is no one-size-fits-all solution for how to run an efficient call center. MORE
Over the past few weeks, we have be posting a series related to Contact Center industry statistics. Regulators are working with the telecommunications industry to find ways to authenticate calls which would help unmask the callers. Over 80% of our Contact Center professionals expect the presence of interaction analytics to increase within the industry over the next five to ten years. Call Center Technology Call Center Tools Contact Center Industry Statistics MORE
It’s no surprise that AI (Artificial Intelligence) is really starting to make an impact in the customer service industry. So, how is AI changing the customer service industry to enable agents to make these human-to-human moments more impactful? MORE
Industry Related Topics CustomerGauge
JULY 20, 2017
The technology industry has been continuously disrupting and leading markets when it comes to innovations and customer experience. The post The Technology Industry NPS® Benchmarks appeared first on CustomerGauge.
Peter Lavers
FEBRUARY 20, 2017
The post Auto Industry Challenges Infographic appeared first on Think CX. The automotive sector is facing massive changes in the next 10 years. How will this affect your customer management? Download the Automotive Change Infographic pdf .
Peter Lavers
FEBRUARY 20, 2017
The post Auto Industry Challenges Infographic appeared first on Think CX. The automotive sector is facing massive changes in the next 10 years. How will this affect your customer management? View the Automotive Change Infographic. Contact us: info@thinkCX.co.uk.
Contact Center Pipeline
APRIL 4, 2019
In the increasingly crowded business landscape, there are a few specific focuses that organizations can invest in to give themselves a boost in attention and customer loyalty.
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We will also talk about an industry-first, innovative way. Comply with regulations Enforcing compliance amidst ever-changing industry regulations, whether it is for content, content access, or customer interactions. step-by-step dialog, and industry-compliant questions, to qualify.
UJET
MARCH 21, 2019
Every industry needs customer support. Customers have questions before they decide to make a purchase, need help when going through a sign-up flow and need real-time support when they’re having a problem that needs quick resolution. Multichannel Support Live Chat Customer Support
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Nuance
APRIL 2, 2019
As we do most months, my team and I attend trade events for a variety of industries. During these information gathering sessions, we […] The post Similarities in reporting trends across industries appeared first on What’s next.
Monet Software
DECEMBER 21, 2018
We think so, but a recent survey by Call Centre Helper found that just 27% of industry professionals believe it’s a metric worth measuring. The post Industry News: “Handle” With Care appeared first on Monet Software.
Fonolo
OCTOBER 3, 2018
This is not a criticism – it’s simply the reality, an industry-wide circumstance brought about by the learning curves and rapid technological changes to the customer service space in contemporary times. Meeting the Industry Standard of Service Level.
The Northridge Group
FEBRUARY 4, 2019
In May 2018, the White House administration signed a piece of bi-partisan legislation that rolled back banking regulations passed in response to the 2008 financial crisis, most notably relaxing some of the Dodd-Frank requirements.
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based on industry standards break down quickly when. be the industry standard, yet. calabrio.com 1 Forecast accuracy is one of the most important. metrics by which workforce management (WFM). professionals are judged—some go so far as to say.
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Peter Lavers
FEBRUARY 20, 2017
The post New Infographic: Challenges facing the Auto Industry appeared first on Think CX. The automotive sector is facing massive changes in the next 10 years. How will this affect your customer management? Download the Automotive Change Infographic pdf .
Callminer
MARCH 10, 2016
The post 7 Call Center Best Practices from Industry Experts appeared first on CallMiner. It goes without saying there is no one-size-fits-all solution for how to run an efficient call center.
Beyond Philosophy
FEBRUARY 29, 2016
The post Industry Secrets Leaked – Predicting Customer Behavior! Imagine the power of being able to predict your Customers’ behavior. It would mean that you can design an experience that plays into this behavior and creates an excellent Customer Experience that drives $$$ for you. However, reliably predicting your Customers’ behavior is going to be difficult even under the best of circumstances.
HGS
JULY 5, 2018
How Digital Transformation Is Reshaping Every Industry. How many industries can you name that have been completely reshaped by a market entrant tearing up the rules? There’s, of course, the smartphone industry. In many industries, the cost of market entry is extremely low.
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companies across all industries. 29% say it is from industry and. New study reveals that companies must first focus on themselves. to meet customer expectations for digital service Social Media Voice of the. Customer. Analytics. 24/7 Email CX Web Chat Mobile Video Text.
Voiance
APRIL 9, 2019
We've previously covered the qualifications that most reputable translation providers hold. Now that we know what to look for when it comes to the provider, how can we be sure that the translators themselves are qualified?
ShepHyken
JUNE 10, 2016
This week on our Friends on Friday guest blog post my colleague, Benny Tjia shares lessons learned from the hospitality industry about creating a customer focused culture. Hospitality, we can say, is a pretty ‘old’ industry.
Contact Center Pipeline
JANUARY 9, 2019
My clients in the financial services industry are faced with these […]. “How dare you call my employer to confirm my job status!” “The The mortgage broker said my house was worth more than you think!” “My
ShepHyken
AUGUST 20, 2018
It’s a concept that is being embraced by smart, successful companies to disrupt their competition, and in some cases, entire industries. . And, in some cases, companies that have come up with ways to make people’s lives easier have disrupted entire industries.
Speaker: Jeanne Bliss, President, CustomerBLISS and Co-Founder, CXPA
Take the High Road” : When to walk away from legacy practices that have defined your industry. In this webinar, customer experience pioneer Jeanne Bliss shares her 5-step guide to help companies simplify their approach to customer experience and culture transformation.
CustomerGauge
MAY 17, 2017
The post 2017 Customer Experience Lessons from the Airline Industry…So Far appeared first on CustomerGauge. Blog Featured Airline industry Customer experience Net Promoter Score United Airlines
OctopusTech
MARCH 7, 2019
The education industry is at crossroads, I mean the administrative costs are soaring up, the revenues are declining, and the popularity of online courses isn’t helping the growth prospect of the education institutions either.
Taylor Reach Group
JULY 6, 2018
Over the past few weeks, we have be posting a series related to Contact Center industry statistics. Regulators are working with the telecommunications industry to find ways to authenticate calls which would help unmask the callers. Over 80% of our Contact Center professionals expect the presence of interaction analytics to increase within the industry over the next five to ten years. Call Center Technology Call Center Tools Contact Center Industry Statistics
Revation Systems
NOVEMBER 13, 2018
Healthcare and banking in particular are great examples of the various ways AI can improve engagement based on the specific needs of an industry. It’s time to change the type of AI conversations we’re having to ensure certain industries aren’t held back in the process.
Speaker: Tony Medrano, CEO of RapportBoost.ai
Join Tony Medrano, CEO of RapportBoost.ai, Nate Brown, Co-Founder of CX Accelerator, and Kaye Chapman, Learning and Development Manager at Comm100, as they present real case studies of how companies are adapting to industry trends to meet the needs of customers and agents.
Up Your Service
AUGUST 26, 2015
What’s happening in the industry? In recent years the healthcare industry has undergone – and continues to undergo—massive changes. To improve service and remain competitive in the healthcare industry: Create a new definition of service.
CSM Magazine
APRIL 12, 2019
However, it is especially important within the hospitality industry. Here, we’ll look at just some of the reasons why customer service matters in the hospitality industry. The hospitality industry relies a lot upon reputation in order to attract new customers.
Customer Guru
MAY 16, 2018
The post 6 Industry-Approved Channels to Collect Customer Feedback Efficiently appeared first on Customer Guru. Why should you be collecting customer feedback? If you would like to see your business grow and prosper, customer satisfaction is not only important but also necessary.
Voiance
FEBRUARY 26, 2019
Choosing a translation company can be hard – especially if you are unfamiliar with the ins and outs of the industry. For example, what do certain features and qualifications mean, and which offering is actually better when you compare?
Speaker: Errol S. van Engelen, Author, Speaker and Independent Advisor
Ameyo
MARCH 18, 2019
Travel and tourism industry has seen major growth in the past couple of years with contributing about 10.4% The post Overcoming Customer Support Challenges in the Travel Industry appeared first on Ameyo. to global GDP. That’s 4.6% more than the previous year (World Travel & Tourism Council, 2018). This growth has further been accelerated with the world going digital. Today, the way tourists discover or book their trips and […].
Customer Experience Matters
APRIL 23, 2018
We released the 2018 Temkin Experience Ratings that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. As a follow-up, we published blog posts that examine the results for each of the 20 industries. The post 2018 Temkin Experience Ratings: 20 Industry Snapshots appeared first on Customer Experience Matters®. 2018 Temkin Ratings Customer experience Industry Data
B2B Customer Service Blog - TeamSupport
DECEMBER 7, 2018
It’s no surprise that AI (Artificial Intelligence) is really starting to make an impact in the customer service industry. So, how is AI changing the customer service industry to enable agents to make these human-to-human moments more impactful?
CSM Magazine
MARCH 20, 2019
Here are some compelling reasons why customer service is so important in the moving industry. Great customer service conveys experience and dedication, which is crucial in the moving industry. Being able to convey professionalism is essential in the moving industry.
Speaker: Rick Nucci, Co-Founder & CEO of Guru
With the advent of chatbots, artificial intelligence, interactive voice response, and machine learning, novel technologies continue to disrupt the contact center industry.
Amity
JUNE 27, 2018
James shared his knowledge and experiences about this young and booming industry from working in the US and the UK. Self-Teaching in a New Industry. Experimentation is a great thing, but it hinders the industry as a whole when the results are kept internal.
HGS
MAY 22, 2018
3 Ways Healthcare Engagement Models Differ from Other Industries. Over the past couple of years, there has been a lot of industry buzz about what retail can teach healthcare about engagement strategies. Austin Ridgeway, Director, HGS Healthcare.
Fenero
FEBRUARY 6, 2019
Do you remember the last time you called an 800 number and experienced the run around you get when attempting to follow the prompts? Were the menus confusing? Did the speech recognition feature clearly understand your responses?
Working Solutions
SEPTEMBER 27, 2018
In any industry, the same old begets the same old. The post Cross-industry Innovation Produces Blended Business Results appeared first on Working Solutions. Staid can end up stale. It pays then to look at different disciplines to re-imagine things.
Speaker: Scott McKain, Business Consultant, Bestselling Author, Speaker
This webinar will explore how a professional or an organization can create distinction to stand out in their industry. How does a business become so distinctive that they not only stand out in their industry, but set the benchmark for innovation, customer experience, and employee culture?
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