ShepHyken

MARCH 18, 2024

Facing technology waves of very high speed and exceptional changes in buyers’ needs, companies are about to step up the pace of development and make full use of the opportunities and possibilities inherent in the ongoing changes. This article takes a look at the advantages that AI and other emerging technologies are giving us.

Customer Service 200

Customer Service Government Customer centricity Customer Experience 200

ShepHyken

SEPTEMBER 13, 2023

Due to new and amazing technology, smart companies are interacting with their customers in ways never before imagined. Now, the customer experience brings a company new ways of deepening its customer relationships through really cool technological breakthroughs. It’s changing the way we do business. Connect with Shep on LinkedIn.

Customer Experience 175

Customer Experience Customer Service Gamification Technology 175

ShepHyken

DECEMBER 19, 2023

She answered a few questions, and once the technology identified her problem, a chatbot popped up. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Cindy, from my office, had a customer service issue. Connect with Shep on LinkedIn.

Customer centricity 217

Customer centricity Chatbots Self service Feedback 217

ShepHyken

NOVEMBER 28, 2023

It was easy for him, but not for someone like me who wasn’t as familiar with the technology – and hadn’t been trained like him. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. This rep had been trained and was an expert.

Technical Support 217

Technical Support Education Advertising Customer Service 217

Beyond Philosophy

DECEMBER 16, 2023

Historically, technologies swept through industries like a forceful wave, sometimes obliterating old norms while birthing new frontiers. Colin is a renown keynote speaker and undertakes consultancy work and educational workshops to help organizations improve their Customer Experience. How can we help?

Consulting 195

Consulting Consulting Education Marketing 195

ShepHyken

AUGUST 22, 2023

I wanted to discuss upgrading your current technology … Obviously, my name is not “Not Provided.” He asked for “the person in charge of technology.” Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. He didn’t ask for me by name.

Personalization 156

Personalization Upselling Sales Customer Service 156

ShepHyken

NOVEMBER 28, 2023

It was easy for him, but not for someone like me who wasn’t as familiar with the technology – and hadn’t been trained like him. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. This rep had been trained and was an expert.

Technical Support 168

Technical Support Education Advertising Customer Service 168

ShepHyken

MARCH 25, 2024

According to an article in Craving Tech, organizations that have integrated this new technology into their operations saw a 25% boost in customer satisfaction in 2023. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. Connect with Shep on LinkedIn.

Customer Service 194

Customer Service Call Center Chatbots Call center experience 194

Aspect

JULY 31, 2017

This summer I have spent some time thinking through the definition of “women in technology”. I have been a member of several different chapters, attended luncheons and workshops and even hosted a few. We want employees, colleagues, or friends to nominate a woman in technology as an unsung hero.

Technology 90

Technology Engineering Marketing 90

ShepHyken

FEBRUARY 4, 2024

It’s Time to Put Sustainability at the Heart of Customer Experience Transformation by Raymond Manookian (The Drum) Raymond Manookian of agency Zone says that technological advancement and sustainability can go hand-in-hand, and brands can build meaningful relationships with consumers while building a better future.

Customer Service 153

Customer Service B2B B2C Engineering 153

ShepHyken

DECEMBER 3, 2023

My Comment: This article shows the power of generative AI (ChatGPT-type technologies). Loyalty is a Strategy, Not a Program by Kevin Susman (Total Retail) In the commercial innovation workshops I lead around the globe, there are many strategies that clients and customers want to cover. The bot delivered an answer.

Customer Service 149

Customer Service Personalization Surveys Chatbots 149

CCNG

JANUARY 4, 2023

Technology, 39.4% To provide su­perior customer service and obtain top customer satisfaction scores, you need to have people, pro­cesses and technology that can provide consistent, accurate answers to all those who contact your center. Retail (Click & Mortar), 46.6% Utilities, 37.6% Healthcare Insurance, 35.6%

Customer Experience 195

Customer Experience Contact Center CCNG Self service 195

AWS Machine Learning

JANUARY 13, 2023

Parsons Corporation (NYSE:PSN) is a leading disruptive technology company in critical infrastructure, national defense, space, intelligence, and security markets providing solutions across the globe to help make the world safer, healthier, and more connected. The education initiative in partnership with AWS was comprised of four phases.

Engineering 87

Engineering Education Transportation Enterprise 87

ShepHyken

SEPTEMBER 10, 2023

My Comment: This brief article includes the three technologies that will positively impact businesses and create a better customer experience. You may have already experienced one or all of these technologies, but today is just the tip of the iceberg. And here’s another term to consider: generative loyalty.

Customer Service 200

Customer Service B2C Customer retention B2B 200

ShepHyken

OCTOBER 27, 2023

Foster Community and Networking Opportunities One of the main attractions of flexible workspaces is the opportunity to connect and collaborate with like-minded professionals, so bring it!

Customer Experience 144

Customer Experience Feedback Customer centricity CRM 144

Cisco - Contact Center

JANUARY 10, 2023

As a change agent serving the financial services industry for over 20 years, it is a great privilege to collaborate with Bank, Insurance, and Wealth Management institutions to devise and execute digital transformation strategy, solve complex business problems, and leverage technology to strengthen business results.

Banking 145

Banking Enterprise APIs Contact Center 145

ShepHyken

JANUARY 7, 2024

However, per our sneak peek at Metrigy’s upcoming research study, AI for Business Success 2024-25, 2024 will be a banner year for AI in terms of company acceptance of the technology. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. I agree with the title.

Customer Service 166

Customer Service Contact Center Customer centricity Banking 166

Callminer

JUNE 24, 2019

CallMiner is excited to return to Customer Contact Week as a sponsor, exhibitor, and workshop host featuring expert insights and customer testimonials for leveraging interaction analytics in enterprise-level CX strategy! Master-class Level Workshop. Workshop attendees are eligible to win a LISTEN 2019 Conference Pass!

Wireless 140

Wireless Analytics Education Enterprise 140

Contact Center Pipeline

APRIL 11, 2018

“I don’t understand how my organization can use speech analytics.” This is a statement often heard from those who have speech analytics just as often as from those who don’t.

Analytics 124

Analytics Call Center Contact Center Technology 124

ShepHyken

FEBRUARY 25, 2024

As the technology gets better, cheaper and easier to use — a far cry from the stiff, robotic chatbots of just a year or two ago — more companies will embrace it. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. Connect with Shep on LinkedIn.

Customer Service 153

Customer Service Customer advocacy Average Handle Time Customer centricity 153

ShepHyken

JULY 31, 2023

I’ve written numerous articles and now have a speech on how these technologies are impacting CX. This article lists many great ways to take advantage of the technology. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Customer centricity 156

Customer centricity Customer Service Chatbots Customer Experience 156

ShepHyken

DECEMBER 24, 2023

Some jumped in head first, while others are “dipping their toe in the water” before investing in the technology. That said, I agree with much of what Heaps has to say about the topic of AI and how we plan to use the technology in the near future. For many companies, they are still talking about how to best use AI.

Customer Service 158

Customer Service B2C B2B Customer Experience 158

ShepHyken

FEBRUARY 18, 2024

In fact, today it is in a state of constant evolution alongside the development of technologies such as generative AI, automation and personalised computing. My Comment: Our friends in Africa have written an excellent article about technology and CX. Did you really think I could go a week without sharing an article that featured AI!?

Customer Service 153

Customer Service Gamification Customer retention Customer Experience 153

Creative Virtual

OCTOBER 22, 2019

Technology is changing many aspects of our lives, and customer experience is no exception. The CXtech Conference and Showcase , returning to London for a second year, will explore the technologies changing today’s customer experience (CX) landscape, from design to delivery to analysis. By Mandy Reed, Global Head of Marketing.

Technology 40

Technology Customer Experience Virtual Agent Chatbots 40

Beyond Philosophy

JULY 13, 2023

From a strategic standpoint, organizations are losing opportunities to improve their ability to enhance their Customer Experiences with this impressive and impactful technology and, well,…building them wrong. Colin has conducted numerous educational workshops to inspire and motivate your team. Speak to Colin and find out more.

Customer emotions 359

Customer emotions Education Customer Experience Analytics 359

ShepHyken

JANUARY 21, 2024

The subtitle of this article is the perfect summary: The integration of AI in customer service isn’t about choosing between technology and humanity. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. The company that achieves this balance wins.

Customer Service 149

Customer Service Advertising Chatbots Self service 149

ShepHyken

JUNE 11, 2023

Four Tips for Keeping Your Employees Happy by Retail Technology Innovation Hub (Retail Technology Innovation Hub) Having happy employees brings a business many benefits, and it ensures that you’re not going to have a high employee turnover. Some companies consider a CX initiative as a short-term plan. Connect with Shep on LinkedIn.

B2B 156

B2B Customer Service B2C Advertising 156

ShepHyken

OCTOBER 9, 2023

Pay attention to number four, which states, “Use technology to complement humans, not as a substitute.” Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. The five ideas in this article are a great place to start. Connect with Shep on LinkedIn.

Customer Service 158

Customer Service Airlines Customer Experience Technology 158

Callminer

JUNE 12, 2018

Customer Contact Week (CCW), June 18-22, 2018, is shaping up to be bigger and better than ever before and CallMiner is excited to be a part of multiple activities during the event including hosting a Master Class Workshop, a Meet the Customer event, and Demo Theater Presentations, as well as the always popular CallMiner Moscow Mule Reception!

Multichannel 140

Multichannel Contact Center Analytics Cloud contact 140

Callminer

JUNE 12, 2018

Contact Center Week (CCW), June 18-22, 2018, is shaping up to be bigger and better than ever before and CallMiner is excited to be a part of multiple activities during the event including hosting a Master Class Workshop, a Meet the Customer event, and Demo Theater Presentations, as well as the always popular CallMiner Moscow Mule Reception!

Contact Center 140

Contact Center Multichannel Analytics Cloud contact 140

Beyond Philosophy

DECEMBER 7, 2023

How Quickly We Get Used to New Technology One of the things Tom said was back in the 90s, we didn’t buy everything online or on our phones. Remember the Last Time We Got Excited About a New Technology? He had a lot of interesting insights in terms of the interface between AI and human employees.

Customer Experience 221

Customer Experience Chatbots Customer centricity Education 221

ShepHyken

AUGUST 6, 2023

The 11 Customer Service Skills You Need to Succeed in Any Industry by CX Network Editor (CX Network Editor) In the last few years we have witnessed an acceleration of technologies that remove friction from customer interactions, partly thanks to the Covid-19 pandemic. Connect with Shep on LinkedIn.

Customer Service 156

Customer Service B2C Customer retention Government 156

ShepHyken

SEPTEMBER 4, 2023

You can’t download a report about digital or technology trends without being assailed with stats and surveys outlining how great CX is key to keeping and gaining customers. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Customer Service 168

Customer Service Customer retention SaaS Best practices 168

Aspect

MARCH 26, 2020

A large technology company was being inundated with inbound calls and needed an approach to “insulate their contact center.” This workshop uncovered areas that our customer needed to spend more time developing a Work-from-Home strategy and gave them the confidence to move forward. Inundated with Inbound Calls.

At home agents 155

At home agents Contact Center Interactive Voice Response Call Center 155

ShepHyken

NOVEMBER 27, 2023

Evolving technologies make it easier to personalise the sales funnel but customer preferences are becoming more demanding. Generative AI (ChatGPT types of technologies) don’t have to replace people. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops.

Customer Service 170

Customer Service Morale Customer retention Marketing 170

ShepHyken

JANUARY 28, 2024

And the process and technology will continue to improve. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops. The findings from Drexel University determined traditional checkout (with a human cashier) drives more loyalty than self-checkout.

Customer Service 166

Customer Service Consulting Consulting Customer Experience 166

ConvergeOne

NOVEMBER 30, 2021

We have workshops to extract the information from our customers in a structured, non-intrusive manner. We take that information and convert it into an architecture that encompasses technologies in compute, storage, networking, virtualization, cloud, security, and data protection. Schedule your workshop today.

Service level 92

Service level Marketing Technology 92