Comm100

JULY 20, 2020

Guest blog – Nahla Davies is a software developer and tech writer. 5,000 experiential branding organization whose clients include Samsung, Time Warner, Netflix, and Sony. As one would expect, an increasing number of business organizations are now using chatbots to fuel their marketing and customer service efforts.

Social Media 132

Social Media Chatbots ROI Brands 132

ChurnZero

DECEMBER 9, 2020

If you’re eager to learn more about the Customer Success space too, we’ve compiled a list of industry blogs you should follow and bookmark that can help provide you with all the insights, strategies and guidance you need. Must-Read Customer Success Blogs. The Success League Blog. Tri Tuns Blog. SuccessCOACHING Blog.

Customer Success 98

Customer Success Consulting Metrics Customer Centricity 98

Fox Metrics

AUGUST 14, 2020

Big data has become a valuable part of the business. Most businesses are leveraging data analytics to get insight into who their customers are, what they do, what they want, and how to reach them. In fact, a study by McKinsey & Company found that businesses using data analytics are 7.4 FoxMetrics Blog 5. MeasuringU 7.

Analytics 93

Analytics Data Social Media Analysis 93

Optimove

SEPTEMBER 24, 2020

This blog post is about the things you can do when you combine these two main data sets. Someone in your organization (is it you?) The post Blog-gaming appeared first on Optimove. Case in point: how to improve adoption by cross-selling to mobile. 31 August 2020. Gabriella Laster. 27 August 2020. Dani Amitay. 9 July 2020.

Sports 53

Sports CRM ROI Groups 53

BlueOcean

APRIL 24, 2024

Here are just a few questions to get started. Does your organization have formal environmental policies and practices? It’s important to recognize that composing and implementing ESG standards within any organization is a complex process, requiring tremendous resources and investments.

Contact Center 177

Contact Center Policies Effort Score Government 177

Call Experts

DECEMBER 29, 2021

At Call Experts, we are dedicated to providing supportive content every week through our contact center blogs. Because contact center blogs can be an essential tool for understanding services from a company and what it might be like as their customer. . Well, click here to hop on the blog and keep reading!

Contact Center 52

Contact Center Call Center Trends Healthcare 52

Comm100

FEBRUARY 15, 2022

It’s all the product of the on-demand economy, which has come to dominate across industries and has forced organizations to rethink the way they do business and provide customer service. The post Guest blog: On-Demand Economy – How to Pivot Customer Service Practices to Give Consumers What They Want appeared first on Comm100.

Self Service 130

Self Service Consumers Customer Service Social Media 130

ShepHyken

MAY 31, 2019

This week we feature an article by Abdul Babar who explains why your customer experience strategy must be a priority for any customer-facing organization. In today’s highly competitive landscape, customer experience should constitute a key area of operational priority for any customer-facing organization.

Customer Experience 117

Customer Experience Touchpoint User Experience Feedback 117

ShepHyken

DECEMBER 14, 2018

CX teams that are lax with data security put their organization’s reputation on the line, as well as the trust of their customers. Successful cyber attacks have plunged organizations of all shapes and sizes into chaos, from private companies to governments. The risk of a data breach is also ranked as a major threat (54 percent).

Customer Experience 103

Customer Experience Policies Government Customers 103

Comm100

DECEMBER 12, 2023

This blog will delve into the top four customer service trends that are expected to take center stage in 2024. This blog is written for you, the experienced customer service professionals, who are the driving force behind these changes that will improve CX and internal efficiencies.

Trends 195

Trends Innovation Customer Service Omni-Channel 195

Comm100

JANUARY 2, 2024

This blog will explore the unique advantages of Generative AI in customer service, as well as the challenges it presents. Unlike traditional AI models that rely solely on general data and pre-programmed responses, Comm100’s Generative AI bot is also trained on an organization’s website and company content.

Customer Service 180

Customer Service Chatbots Interaction Customers 180

Lumoa

FEBRUARY 7, 2023

This is where a Voice of the Customer approach can help by organizing and prioritizing customer insights into a usable format. How do you collect VoC data? If you’re only collecting VoC data through a feedback form, you’re missing out on valuable insight. Here are just a few examples of data that could be included in VoC.

Analysis 423

Analysis Data How To Customer Centricity 423

ShepHyken

NOVEMBER 16, 2018

Data innovation progressions fuel the network that unites the world as one major network, from the advanced mobile phones to super-quick information. Organizations need to meet consumers where they are and fulfill their refined needs. LinkedIn even brought down its age breaking point to 13 years to gain on the technology adoption rate.

Consumers 96

Consumers Technology Chief Customer Officer Social Media 96

ShepHyken

SEPTEMBER 6, 2019

With an increasing number of high visibility data breaches every year and mobile playing a more prominent role in everyday transactions, consumers are not only becoming more aware and involved in protecting their identities but also demanding more secure, easy and seamless transactions.

Consumers 94

Consumers Study Loyalty Technology 94

ShepHyken

NOVEMBER 9, 2018

It’s no surprise then that when organizations begin to contemplate their future success and the resources required to support it, uncertainty can set in when deciding how to manage their growing infrastructures while maximizing their overall business productivity. Order Management and Data Entry. Customer Service.

Company 95

Company CRM e-support Resources 95

ChurnZero

DECEMBER 29, 2020

Top 10 Blog Posts from 2020. Learn why an operations role is the key to scaling Customer Success, what this role looks like within a mature organization, and when you should hire for it. It’s not a question of “if” but “when” Customer Success becomes the top performing department in SaaS organizations.

Conference 98

Conference Chief Customer Officer Customer Success Software 98

Comm100

DECEMBER 18, 2023

This blog post delves into this question, offering a straightforward explanation of Generative AI and how it really works. Generative AI refers to artificial intelligence that can generate new content based on the data it has learnt from. We’ll also explore the exciting opportunities it presents, as well as the risks.

Chatbots 130

Chatbots Training Customer Satisfaction Technology 130

ShepHyken

SEPTEMBER 28, 2018

Without a workforce that is highly engaged with their work, organizations have little hope for retaining talent, delivering on necessary outcomes or sustainably growing the business. Engagement often lacks in an organization when employees feel stagnant, either in the tasks they perform each day or their path toward professional development.

Employee Engagement 107

Employee Engagement Engagement Software Technology 107

ShepHyken

AUGUST 30, 2019

By producing valuable content and distributing it through channels like your blog, email, social media accounts, and even SMS, you’ll start to build engagement with your customers. In order to make the right decisions, you’ll also need proper customer data management. appeared first on Shep Hyken.

Loyalty Programs 105

Loyalty Programs Loyalty Lifetime Customer Poor Customer Service 105

ShepHyken

JUNE 28, 2019

Dimension Data research says that 56 percent of businesses expect transactions via telephone to fall over the next two years. But there remains an emotional intelligence divide between robots and humans as there is yet to be an AI able to effectively quantify human feelings and moods into unique data points or profiles.

Contact Center 111

Contact Center Self Service Banking Airlines 111

ShepHyken

AUGUST 25, 2017

They use data from what the customer is saying to personalize the interaction. Because they can mine significant amounts of data in moments, chatbots can be very powerful. If your organization is struggling to provide quality service due to your policies, product, or service, putting a chatbot in place cannot resolve the problem.

Chatbots 147

Chatbots Customer Service Tools Poor Customer Service 147

ShepHyken

APRIL 12, 2019

For many organizations, seasonal staff are vital to operations. Light bulbs need changing, trucks need unloading, data needs inputting, bathrooms need cleaning, and customers may need help in a cold parking lot. Some common methods organizations use to maintain a satisfied workforce may be difficult to implement for seasonal employees.

Customer Service 108

Customer Service Tourism How To Retail 108

ShepHyken

MAY 5, 2017

This week on our Friends on Friday guest blog post my colleague, Dan Rood, writes about the precious commodity of time and why we must use the latest technologies to help customers save time and have amazing customer experiences. Standardized web services and APIs for federating silos of data and connecting applications ease integration.

Self Service 80

Self Service Omni-Channel Social Media Retail 80

ShepHyken

DECEMBER 29, 2017

It highlights some important statistics that indicate how important excellent customer service is, details how to strategize a customer service policy within your organization, and it focuses on some expert advice on the area. The post Guest Blog: Customer Service in Retail – Infographic appeared first on Shep Hyken.

Infographics 89

Infographics Retail Customer Service Policies 89

ShepHyken

FEBRUARY 8, 2019

The strategy or plan that garners more CSATs will be the one that your organization will use moving forward. however, collecting data is not enough. The post Guest Blog: Improving Customer Experience Using Employee Feedback Data appeared first on Shep Hyken. You must collect, verify, analyze, plan and act.

Omni-Channel 95

Omni-Channel Feedback Customer Experience Data 95

Comm100

SEPTEMBER 26, 2023

In this blog we will explore some advanced and effective personalized service examples that defy the ordinary and are setting new standards in customer service and engagement. Armed with this data, customer service agents can provide deeply personalized support that is helpful, accurate, and shows next-level care for the customer.

Examples 173

Examples Chatbots Omni-Channel Customers 173

ShepHyken

DECEMBER 13, 2019

Always ask to do a test with your own data, for instance, in real life you may not always have data that is of good integrity, how will the platform fare then? Also in regards to textual data, test in several languages, not just English. Has this vendor worked with organizations of your size? Onboarding lead time .

Competitive Advantage 101

Competitive Advantage Case Study Communication Insurance 101

Comm100

MARCH 14, 2022

For government organizations, this means reliance on the traditional channels of phone and email is no longer enough – live chat for government is essential. In this blog, we’ll look at the top five reasons why live chat for government is critical in 2022. Simply providing digital services is not enough for government organizations.

Government 203

Government Wait Times Video Guidelines 203

Customer Enthusiast

MARCH 29, 2024

Today’s blog post is a part of a series that I will be sharing over the next couple of weeks related to what I learned at the Agilysys Inspire User Conference in Las Vegas, March 18-20, 2024. I learned to digitize to personalize.

Conference 62

Conference Data Hospitality Customers 62

ShepHyken

NOVEMBER 30, 2018

If the ambition is too broad, the organization will struggle to determine the first step – and ultimately refrain from taking any action. If the vision is too aggressive, the organization will struggle to achieve results in the short-term – and lose faith in the endeavor. Unfortunately, idealism too often becomes the enemy of action.

Omni-Channel 95

Omni-Channel Self Service Policies Abandon Rate 95

ShepHyken

APRIL 21, 2017

This week on our Friends on Friday guest blog post my colleague, Dianna Booher, shares ideas for handling tough personalities while offering great customer service. Know-it-alls walk the halls at almost every organization—from the basement to the executive floor. Solving customer problems is expected. Shep Hyken.

How To 85

How To Airlines Social Media Communication 85

Comm100

APRIL 17, 2023

All healthcare organizations in the US need to comply with HIPAA, a law that protects patients’ personal data and safeguards their privacy. To communicate digitally with their patients, organizations must only use HIPAA compliant messaging software. This is achieved by encrypting data ‘at rest’ and ‘in transit’.

Healthcare 130

Healthcare Communication Multi-Channel Policies 130

Gainsight

NOVEMBER 20, 2019

In the spirit of “Staying Thirsty” we’ve compiled this list of books, blogs, Slack communities, and podcasts for product-obsessed people that want to develop themselves in and out of the office. Blogs for Product Managers. An organized strategist. Blogs for Product Managers. Why Product Marketers Need Data.

Resources 80

Resources Management Conference Groups 80

Cyara

FEBRUARY 22, 2024

Per the question in the title of this blog post, let’s examine the phrase, break down the meaning, and then explore how “Last Mile Assurance” is relevant to and important in the context of contact centers and customer experience. To begin, let’s think literally, taking the words at face value.

Contact Center 76

Contact Center Customer Satisfaction Loyalty Interaction 76

ShepHyken

NOVEMBER 2, 2017

This week we feature an article by Gemma Baker that shares three areas that your organization should examine during your regular competitor analysis. Here are three areas that your organization should review during your regular competitor analysis: Mystery Shopping. Or that too many customers are dissatisfied with your service?

Customer Service 76

Customer Service Social Media Analysis Advertising 76

ShepHyken

JANUARY 4, 2019

Customer service is one of the primary drivers of growth in many organizations. For instance, a Dimension Data report found that nearly 84% of organizations that worked towards improving customer experience saw a corresponding increase in revenue. – Shep Hyken. He is the author of How We Did It.

Customer Service Training 79

Customer Service Training Training Customer Service How To 79

ShepHyken

JUNE 30, 2017

Let us have a quick look at the top technology trends of 2017 that will disrupt the customer experience benchmarks: Artificial Intelligence : Truly, Artificial Intelligence has made organizations capable of tackling different situations. The post Guest Blog: Technology Trends That Will Govern the CX Landscape appeared first on Shep Hyken.

Government 89

Government Technology Trends Social Media 89