ShepHyken

SEPTEMBER 4, 2023

Each week, I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. The five ideas in this article are exactly what he uses when leading his team to deliver a great guest experience.

Customer Service 168

Customer Service Customer retention SaaS Best practices 168

Comm100

MARCH 20, 2024

When done right, digital communication offers governments and agencies the opportunity to build, maintain, and restore trust. This blog explores the decline of public trust in government, backed by data from the U.S., Canada, and the UK, and offers insights into how digital communication can play a pivotal role in reversing this trend.

Government 78

Government Chatbots Self service Wait times 78

C3Centricity

MARCH 12, 2024

What is the cornerstone of sustainable growth and competitive advantage today? The answer is that a business can benefit from technology in this digital age to attract high-quality traffic and engage customers effectively. They seek personalized experiences, and value authenticity and engagement over generic sales pitches.

Entertainment 90

Entertainment Engineering Marketing Analytics 90

Lumoa

JANUARY 8, 2024

Welcome to the ‘digital-everything’ era. They’re not just speeding up the process; they’re enriching it with deeper insights, making it smoother and more efficient in terms of resources. What’s the intensity of these sentiments? I’m guessing that’s a big ‘yes.’

Feedback 157

Feedback Analytics Multichannel Surveys 157

CX Accelerator

JULY 1, 2020

But, in the rush to return to normal, let’s all take time to consider what is worth hurrying back to. But, in the rush to return to normal, let’s all take time to consider what is worth hurrying back to. Digital First Mentality. . Digital First Mentality. Written by Nick Glimsdahl. Changing Expectations.

contact center solutions 266

contact center solutions Morale Contact Center call center solutions 266

Beyond Philosophy

APRIL 14, 2022

I read a fascinating report the other day from Zendesk called The Customer Experience (CX) Trends Report 2022. I saw a dichotomy between what people are saying and what they are doing regarding Customer Experiences (CX). That’s great that leaders recognize that customer experiences should be a priority. .

Contact Center 195

Contact Center Upselling Education Engineering 195

OctopusTech

MARCH 27, 2024

Non-profit Organizations are essential in the digital world for they address societal issues and effect social change. In this blog we will discuss the top 5 web hosting companies for nonprofits organizations in 2024. After all, it is a more affordable service with varied resources available.

Customer Support 62

Customer Support Management Technology Customer Experience 62

NobelBiz

APRIL 2, 2024

At the core of this modern transformation lie Enterprise Contact Center Solutions , sophisticated platforms designed to streamline communication, enhance productivity, and drive customer satisfaction. RELATED ARTICLE What is IVR? Geared towards smaller-scale operations with fewer agents and lower call volumes.

contact center solutions 105

contact center solutions Enterprise Contact Center Interactive Voice Response 105

AWS Machine Learning

MARCH 4, 2024

Customers such as ADP, Broadridge, Cloudera, Dana-Farber Cancer Institute, Genesys, Genomics England, GoDaddy, Intuit, M1 Finance, Perplexity AI, Proto Hologram, Rocket Companies and more are using Anthropic’s Claude models on Amazon Bedrock to drive innovation in generative AI and to build transformative customer experiences.

Benchmark 135

Benchmark Finance Engineering Enterprise 135

Enghouse Interactive

JANUARY 13, 2021

Blog Series #1 of 4: New decade! Using cloud contact center platforms drives more revenue (54.1% Seek out help to drive the project from the bottom up – and ensure execution focuses on delivering the best possible experience, the project should be run until its fully delivered, and then continually optimized. New approach?

Contact Center 60

Contact Center Scripts Cloud contact Technology 60

ShepHyken

DECEMBER 13, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. In this case, it’s Jeff Steen sharing his thoughts on a Seth Godin blog post. What Social Media Trends Will Emerge for 2022?

Customer Service 194

Customer Service Call Center Customer Experience Customer Support 194

Zappix

MARCH 6, 2024

In the dynamic landscape of customer service, where convenience reigns supreme, businesses are increasingly turning to digital self-service tools to meet the evolving needs of their clientele. This statistic alone underscores the pivotal role that self-service platforms play in shaping customer satisfaction and retention.

Self service 52

Self service CRM Wait times Chatbots 52

Totango

JANUARY 2, 2024

Being able to find their customer, to know who their customers are, and to very quickly see what of those four core products are available to the customer has certainly been a game-changer. In an era when customer success (CS) has become pivotal, it’s no longer enough to have a team dedicated to CS.

Automotive 102

Automotive Journey mapping Self service Sales 102

CX Accelerator

JULY 1, 2020

But, in the rush to return to normal, let’s all take time to consider what is worth hurrying back to. But, in the rush to return to normal, let’s all take time to consider what is worth hurrying back to. Digital First Mentality. . Digital First Mentality. Written by Nick Glimsdahl. Changing Expectations.

contact center solutions 182

contact center solutions Morale Contact Center call center solutions 182

Creative Virtual

FEBRUARY 7, 2023

This year, one of the customer experience (CX) predictions for 2023 falling into that category is that ‘Personalization will get More Personal’. But what does it mean to make personalization more personal? Personalizing the customer’s experience can mean a lot of different things to different companies and in different scenarios.

Personalization 105

Personalization Virtual Agent Chatbots Self service 105

SharpenCX

AUGUST 19, 2021

The company’s built a best-in-class customer experience that’s ignited growth like rocket fuel. >> Download Now: A toolkit to align company leaders on your digital projects. >> Download Now: A toolkit to align company leaders on your digital projects. Shopify’s the new Goliath in commerce.

Customer Experience 137

Customer Experience Morale Consulting Consulting 137

Beyond Philosophy

JUNE 11, 2021

We also discovered that when they were squeaking, we would add resources to manage their accounts. In my early career, I never thought I could fire a customer. I felt like if a customer wanted to be a customer, I should let them. However, I have changed my opinion over the years. We discussed firing customers in a recent podcast.

Airlines 248

Airlines Accountability Banking Telecommunications 248

NobelBiz

MARCH 26, 2024

While there’s no one-size-fits-all solution to address all operational and customer-related challenges for businesses, Customer Experience Automation (CXA) has emerged as a compelling strategy for a lot of businesses these days. Table of Contents What Is Customer Experience Automation (CXA)?

Best practices 52

Best practices Interactive Voice Response Customer Experience Contact Center 52

Comm100

NOVEMBER 15, 2022

Firstly, the majority of consumers now want to connect with brands digitally. In Salesforce’ latest research, they found that 57% of customers prefer to engage through digital channels. For more information on why digital-first customer service strategies are growing, check out this blog.). Grow customer base.

Upselling 84

Upselling Chatbots Customer retention Analytics 84

Totango

MARCH 8, 2022

Getting involved in the best customer success communities can give you access to the resources you need to take your CS team to new levels of performance. Here’s our guide to the top customer success communities in 2022 and what they have to offer. What Is a Customer Success Community? Promoting CS thought leaders.

Best practices 118

Best practices SaaS B2B Marketing 118

Totango

APRIL 15, 2022

In order to effectively optimize, scale and provide your customers with the best experiences possible, you need to have a high-quality customer success platform. But what do you do when the platform you’ve been using goes out of business? What to Consider in Your Evaluation. Will it work for my team?

Customer retention 87

Customer retention Enterprise Analytics Personalization 87

Totango

MAY 13, 2022

Choosing the best customer engagement platform for your needs can make a massive difference in the success of your SaaS business. Knowing how your customers feel and what they’re thinking is essential for their satisfaction and your revenue growth. First, we’ll look at what customer engagement systems do and why you need one.

Enterprise 106

Enterprise Customer Support SaaS Sales 106

TechSee

JUNE 10, 2021

But even though a large proportion of truck rolls are non-value-added activities and a tremendous waste of resources, these dispatches remain a fact of life for service organizations. This blog challenges that status quo. It’s no secret that truck rolls are a necessary evil for the service industry. Yes, they cost a lot.

Self service 207

Self service Analytics Transportation Healthcare 207

Lumoa

JANUARY 15, 2024

What’s the warranty? The scenario is now much the same for online customers who increasingly expect a seamless, personalized experience. This article will explore ways to leverage conversational commerce to improve customers’ experiences with your brand. In This Article: What is Conversational Commerce?

Customer Experience 83

Customer Experience Chatbots Best practices Metrics 83

Totango

JUNE 15, 2022

All companies are going through the exercise of evaluating their investments, deciding what to cut and what to keep, what strategies to use, and simply, how to weather the storm. Customer retention is the lifeblood of recurring revenue enterprises, no matter what the external economic circumstances may be.

Best practices 104

Best practices Enterprise Customer retention Marketing 104

Totango

DECEMBER 29, 2021

Knowing how to build a customer-centric roadmap helps you align your product development with what your clients truly want. In this blog, we’ll look at the keys to building a customer-centric roadmap. First, we’ll consider why being customer-centric with your product development is so important in today’s digitized economy.

Customer centricity 100

Customer centricity SaaS Upselling Metrics 100

Aspect

JANUARY 14, 2021

2020 was a difficult year for enterprise organizations across the globe, one that also forced digital transformation at an unprecedented rate – the contact center industry was not spared this shift. This will mean many things, starting with a retraining and revamping of human resource teams and policies.

Contact Center 116

Contact Center Government Self service CRM 116

Comm100

JANUARY 17, 2024

How does it benefit organizations and customer experience? And what are the first steps for those at the beginning of this journey, and what advanced strategies can those who have already adopted automation employ to scale new heights? Chapters Chapter 1 What is automation in customer service?

Customer Service 77

Customer Service Chatbots Customer centricity Feedback 77

Comm100

FEBRUARY 15, 2022

If you want your brand to thrive in the modern market , you’ll need to know how to pivot your customer service practices to give your target consumers what they want ASAP. What are on-demand economies? In a nutshell, an on-demand economy prioritizes providing consumers with what they want when they want to.

Customer Service 52

Customer Service Chatbots Self service Transportation 52

Totango

MAY 26, 2021

Incorporate a mixture of both digital and human touch. . Data is the lifeblood of a digital customer success program. Watch It Now: Mastering Scale with Digital Customer Journeys. Incorporate a Mixture of Both Digital and Human Touch. Resource: Customer Journey Map Template. Resource: Customer Journey Map Template.

Journey mapping 97

Journey mapping Customer advocacy Enterprise Technology 97

Lumoa

JUNE 14, 2023

Its lean and straightforward formula for measuring customer contentment has made this metric a veritable “gold standard” in the customer experience space. Clearly, NPS occupies a special place in customer experience stardom, sitting atop the throne with its crown of glory firmly affixed. Well, not so fast.

Customer centricity 83

Customer centricity Airlines Metrics Feedback 83

NobelBiz

FEBRUARY 27, 2024

When companies implement specific tools and best practices, they can significantly improve their customer experience (CX), increase agent performance, and ensure high-quality service. Table of Contents What is Call Center Optimization? Call center optimization goes beyond minor operational adjustments.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

Totango

DECEMBER 1, 2021

In this blog, we’ll look deeper at what an agile customer success strategy means and why you can benefit from using one. What Is an Agile Customer Success Strategy? Allocate resources. Let’s look closer at what each step involves and how to execute it. Making CS management more responsive to real-time conditions.

Government 99

Government Journey mapping Accountability Benchmark 99

OctopusTech

MARCH 19, 2024

Having a strong online presence is essential for businesses to stay ahead of competitors in today’s digital world. What is a website? Having experts in various areas of web development like programming, user experience, and web design, guarantees output of the highest quality. Who is a Web Development Consultant?

Consulting 62

Consulting Consulting Engineering Best practices 62

Totango

NOVEMBER 5, 2021

What do you do when you realize that 95 percent of your customer base is tech-touch and you don’t have the manpower to properly engage with and measure this group? Well, if you’re Aruba, you go digital. How many employees support digital engagement at Aruba? Then, we took that information to the various other teams within Aruba.

Journey mapping 112

Journey mapping Accountability Marketing Metrics 112

CSM Magazine

JUNE 20, 2023

Are you ready to take your digital marketing campaigns to the next level? Keep reading for helpful tips and advice on how to use exceptional customer service as part of an effective digital marketing strategy! What is Digital Marketing Return on Investment? Personalization is also crucial.

Marketing 52

Marketing Customer Service Metrics Analytics 52

NobelBiz

MARCH 19, 2024

These digital command centers offer a comprehensive overview of operations, enabling supervisors to make informed decisions in real-time. Table of Contents What is a Call Center Dashboard? Types of Call Center Dashboards So what types of call center dashboards are there?

Call Center 59

Call Center Average Handle Time Abandon Call Contact Center 59